Amazon Connect Support Engineer
Core
Support and maintain AWS-based CCaaS and contact center environments to ensure high availability and system reliability.
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)
Required skills
AWS services (Lambda, Amazon Connect, ALBs), Splunk, CloudWatch, scripting (Python, Perl, PowerShell), root cause analysis, contact center operations
Preferred skills
NICE CXone, Genesys Cloud/Engage, Zabbix
Technologies
Splunk, Zabbix, Python, Perl, PowerShell, AWS Lambda, Amazon Connect, CloudWatch, Application Load Balancers
Responsibilities
Design and enhance proactive monitoring capabilities for AWS Connect CCaaS; Collaborate with developers and architects to enforce logging and monitoring 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
