Amazon Connect Support Engineer
Core
Support and maintain AWS-based CCaaS and contact center environments to ensure high availability and system reliability through monitoring, troubleshooting, and resolving production issues.
Role type
Senior IC support engineer (AWS Connect/CCaaS)
Builds
Proactive monitoring capabilities, end-to-end interaction flows, and CloudWatch dashboards for AWS Connect CCaaS platforms
Domain
Cloud infrastructure + Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis
Required skills
AWS Connect, Splunk, CloudWatch, Python or JavaScript, root cause analysis, observability, monitoring frameworks
Preferred skills
NICE CXone, Genesys Cloud/Genesys Engage, Zabbix
Technologies
AWS Lambda, Application Load Balancers (ALBs), Splunk, Zabbix, CloudWatch
Responsibilities
Design and enhance proactive monitoring capabilities; Collaborate with developers and architects to enforce logging standards; Develop end-to-end interaction flows using Splunk; Troubleshoot production issues and perform root cause analysis; Work with vendor partners to drive operational improvements; Develop and maintain CloudWatch dashboards
Seniority
Senior, hands-on IC
