AWS Connect Engineer

The Role

Moderna is expanding our footprint to further our mission of delivering the greatest possible impact to people through mRNA medicines!

We are looking to hire an AWS Connect Engineer who has a customer-first product mindset and embodies the Moderna Mindsets with a passion to change the future of medicine. In this role, you will be responsible for configuring our global AWS Connect telephony system in support of our Contact Center Platform. This role is critical in ensuring smooth operations and usability for our contact center teams and those wishing to connect with Moderna. This role is pivotal in ensuring optimal performance as well as continuous improvement and innovation to streamline the customer/patient experience.

Heres What Youll Do

• Configure AWS Connect Telephony system and its integration with Salesforce CRM, utilizing additional AWS technologies, including but not limited to Lambda, S3, RedShift, etc.

• Procure, manage, test, and troubleshoot telephony lines.

• Monitor system status including automated telephony testing alerts for failures and disruptions

• Serve as a technical resource collaborating with cross-functional digital teams in Cloud Infrastructure, Data Engineering, Service Desk, and more.

• Incident management for system faults and user support including access management.

• Configure, test, and implement new features and functionalities including dynamic call flows, security and routing profiles, SMS and Chat messaging, etc.

• Provide support for generation of system metrics reports and connection to RedShift data lake.

• Collaborate with internal stakeholders to understand their business requirements and translate them into effective contact center solutions using AWS Connect

• Troubleshoot and resolve system issues to ensure optimal performance.

• Train and support users in using the system effectively.

• Maintain up-to-date knowledge of AWS Connect updates and trends.

• Support system compliance with data security, privacy standards, and GxP processes.

Heres What Youll Need (Minimum Qualifications)

• Bachelors degree in computer science, Information Technology (IT), or related field or a field tied to the product sector OR 5 years of equivalent professional experience in lieu of a degree

• Experience with Salesforce Service Cloud integration with AWS Connect

• Experience with contact center and service center modules

• 3+ years of professional and related experience supporting call center environments and/or infrastructure implementation experience with a strong emphasis on AWS Connect

Heres What Youll Bring to the Table (Preferred Qualifications)

• AWS Certified Developer Associate or higher certification preferred

• Experience in working with AI / GPT solutions within a contact center environment

• Strong problem-solving skills and the ability to work under pressure

• Proven fault identification and analysis skills, critical thinking, ability to troubleshoot technologies

• Experience communicating with application users to understand and collect their requirements and requests

• Experience working in an Agile SDLC with experience creating both functional and technical user stories

• Experience with on premise and/or cloud-based Systems Administration

• Experience in a regulated environment and knowledge of GxP best practices

• Experience working in life sciences, pharma/biotech, or high-tech industries with a preference for experience in one or more of eCommerce, data/machine learning platforms, or cloud infrastructure

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
• Family care benefits, including subsidized back-up care options and on-demand tutoring
• Free premium access to fitness, nutrition, and mindfulness classes
• Exclusive preferred pricing on Peloton fitness equipment
• Adoption and family-planning benefits
• Dedicated care coordination support for our LGBTQ+ community
• Generous paid time off, including:
  Vacation, sick time and holidays
  Volunteer time to participate within your community
  Discretionary year-end shutdown
  Paid sabbatical after 5 years; every 3 years thereafter
• Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
• 401k match and Financial Planning tools
• Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
• Complimentary concierge service including home services research, travel booking, and entertainment requests
• Free parking or subsidized commuter passes
• Location-specific perks and extras!

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, theinfrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission, values, and mindsets every day, our peopleare the driving force behind our scientific progress and our culture.Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.

As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute and make a meaningful impact.

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is proud to be an equal opportunity workplace and is an affirmative action employer.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. Moderna is an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. Were focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at leavesandaccommodations@modernatx.com. (EEO/AAP Employer)

-