Job Information
Avista Utilities Communications Engineer in Spokane, Washington
Description
Closes: March 25, 2025Starting Range: $40.83 to $69.42 per hour (Full position breakdown below)Full Range: $40.83 to $86.05 per hour
Job Description
We are seeking a highly skilled Communications Engineer to join our team. This role involves planning, analysis, design, implementation, training, and support of Amazon Connect and other unified communication technologies. You will collaborate with a diverse team of engineers and technicians, as well as interact with business units such as the contact center, service desk, and other areas of the business to develop and implement cutting-edge communication solutions. Your expertise will be crucial in ensuring the seamless operation of our business by designing, developing, and collaboratively implementing all unified communications technologies used by the enterprise.
As a Communications Engineer specializing in Amazon Connect, you will play a key role in managing and improving our cloud-based communication systems. You will work closely across the entire delivery and operations lifecycle to create and develop functional cloud designs and systems, primarily delivered as code. Your responsibilities will include researching and engineering technical solutions, project estimates, and maintaining customer and vendor relationships. You will also mentor and provide direction to peer staff, ensuring the availability and quality of our infrastructure technology systems. This role will also work in partnership with our Communications System Technicians to implement changes into our Production environment.
Responsibilities
Oversee the integration and management of Amazon Connect and Salesforce Service Cloud Voice, including developing and implementing scalable and efficient routing strategies.
Collaborate with the call center and other business units to enhance and support Amazon Connect and other unified communication technologies.
Actively build and deploy cloud-related workloads using DevOps principles, including source control, infrastructure-as-code, and automation.
Develop and maintain standards, guidelines, guardrails, alerts, and governance activities related to Amazon Connect and unified communications.
Monitor and respond to events and alerts related to Amazon Connect and other communication systems. Troubleshoot incidents, identify root causes, and implement preventative measures to ensure system reliability and performance.
Maintain appropriate documentation for all systems and processes. Participate in the selection and evaluation of services, applications, and infrastructure in the cloud.
Work closely with Cloud Architect to design and develop highly functional cloud systems in support of infrastructure, application, and data services.
Ensure alignment with IT Leadership and departmental strategies to design comprehensive processes, tools, integrations, and procedures for production and operations-ready solutions.
Drive cloud-native architecture principles and ensure best practices for security, governance, identity and access management, and monitoring. Provide estimates and risk assessments for project-related tasks.
Mentor and provide direction to peer staff, ensuring the availability and quality of infrastructure technology systems.
Experience with design, implementation, and management of Call Center Workforce Management and Quality Assurance systems.
Adhere to change management procedures and execute methodically planned production changes. Execute assignments in compliance with department key performance indicators. Maintain annual education and certification programs.
Participate as part of a scrum team and deliver requirements based on agile principles. Participate in agile ceremonies such as standup, sprint planning, and story refinement.
Desired: Support Legacy PBX and SIP based telephony systems to ensure smooth operation of on-premise telephony technologies (ex. Avaya, Audiocodes).
This position participates in an on-call rotation.
Minimum Qualifications
BA/BS in Information Systems, Computer Science, MIS, Mathematics, Engineering or related field. Alternatively, 4 years of experience equivalent to a degree in planning, analysis, design, implementation, training, and support of cloud technology systems.
System Engineer I:
2 years of relevant experience.
Demonstrated technology leadership abilities.
Good process orientation and a basic understanding of the value delivered by developing and validating engineering models with customer requirements.
System Engineer II includes the above requirements plus:
6 years of relevant experience in an enterprise-size company (500 or more employees).
Technology management skills with success in a balanced value driven customer relationship and productivity model.
Excellent communication skills with a successful track record in a high demand, cross-functional, multi-discipline team environment.
Strong process orientation and a clear understanding of the value delivered by developing and validating engineering models with business requirements.
System Engineer III includes the above requirements plus:
8 years of relevant experience in an enterprise-size company (500 or more employees).
Knowledge of operations and delivery concepts, principles, standards, tools, techniques, and methodologies. Knowledge of system testing best practices and methodologies.
Ability to communicate effectively with teammates, works well in a team environment. and matrix organization, enthusiastic about providing guidance and passing on knowledge, experience, and lessons learned to team members.
Preferred Qualifications
Experience with Amazon Connect, including design, deployment, and optimization.
Experience with the administration and maintenance of Microsoft Teams, Microsoft Exchange, Verint, Avaya systems, and AudioCodes systems is also a plus.
Experience with DevOps application deployment principles including CI/CD Pipelines, GIT, Azure DevOps, and Code Repositories.
Experience with DynamoDB, Lambda Functions, LexBot, and Polly.
Experience with programming languages such as Python and NodeJS.
Strong technology management skills and proven analytical problem-solving abilities.
Excellent troubleshooting and problem-solving skills with a focus on communication technologies and solutions.
Knowledge of security and configuration best practices for unified communications platforms and systems.
Ability to work independently as well as part of an Agile delivery team.
Must be well-organized and detail-oriented.
System Engineer I: Hiring Range: $40.83 - $53.08 per hour, Full Range: $40.83 - $65.33 per hour System Engineer II: Hiring Range: $46.40 - $60.78 per hour, Full Range: $46.40 - $75.17 per hourSystem Engineer III: Hiring Range: $52.79 - $69.42 per hour, Full Range: $52.79 - $86.05 per hour
Hybrid work options are available for this role. The successful candidate will be required to work at our Spokane, Washington headquarters at least 3 days per week including Mondays and Tuesdays with an additional day determined by the employee and manager.
To Apply We encourage you to apply as many of our positions have step progressions to account for an incoming employee’s various levels of knowledge, skills, and experience.
Complete an online application and attach your resume and cover letter to your profile. All documents must be attached to your application at the time of submitting your application for review. No documents can be attached after you click "Submit".
BenefitsAt Avista, we believe our employees are essential. Through them we deliver value to our customers and the communities we serve. The physical, mental, and financial health and well-being of our employees and their families are important to us. We are committed to offering a comprehensive total rewards program comprised of an externally competitive, internally equitable compensation structure and a benefits package that allows us to retain and attract a diverse, engaged, and skilled workforce. Our benefits package includes medical, dental, vision, life, and disability coverage, retirement benefits, incentive plans, wellness resources, time-off programs and much more. In addition to our total rewards program, the Pacific Northwest offers abundant outdoor recreation, four distinct seasons, and all the amenities and activities an individual or family might be interested in. To learn more, please visit our benefits website at https://avistabenefits.com/.
Pre-employment screening requirementsEmployment is contingent upon the successful completion of a drug test, background check and motor vehicle records review.
Avista’s Commitment to Equal Opportunity Avista is a safe, inclusive workplace for people of all backgrounds, and we are committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, marital status, age, sensory, mental or physical disability (unless based upon a bona fide occupational qualification), Veteran status or any other classification protected by nondiscrimination laws.
Please view Equal Employment Opportunity Posters provided by OFCCP here (https://www.dol.gov/agencies/ofccp/posters) . Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you require any special accommodations to participate fully in our recruitment process. Avista will make reasonable accommodation to assist a qualified person with a disability in the job application, interview process, and to perform the essential functions of the job whenever possible, where undue hardship would not be created for Avista. Please contact us at humanresources@avistacorp.com if you would like assistance.
Qualifications
Licenses & Certifications
Preferred
- NERC Background Check
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)