Amazon Connect Support Engineer
Core
Design, develop, and enhance proactive monitoring capabilities for AWS Connect CCaaS platforms to ensure system reliability and operational excellence.
Role type
Senior IC Cloud Support Engineer (CCaaS)
Builds
Production monitoring dashboards, observability frameworks, and automated troubleshooting workflows for contact center environments
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, System Monitoring, Vendor Partner Collaboration
Preferred skills
Zabbix, NICE CXone, Genesys Cloud/Genesys Engage
Technologies
Splunk, Zabbix, CloudWatch, Lambda, Application Load Balancers (ALBs)
Responsibilities
Design and enhance proactive monitoring capabilities for AWS Connect CCaaS; Collaborate with developers and architects to enforce logging standards; Troubleshoot production issues and perform root cause analysis; Develop and maintain CloudWatch dashboards; Work with vendor partners to drive operational improvements
Seniority
Senior, hands-on IC