Role OverviewWe are looking for an Amazon Connect Support Engineer who will be responsible for supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability. The role focuses on monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix.
What You Will Do
Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence. Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
Why It Might Be a Fit
This role offers the opportunity to develop broad expertise across multiple leading CCaaS platforms in a modern enterprise contact center environment. We offer a culture of Relentless Performance, competitive pay and benefits, and a work from anywhere culture.
Requirements
- 4+ years of overall IT experience with strong exposure to CCaaS environments
- Solid experience in contact center observability, monitoring, and troubleshooting of production systems
- 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch
- Practical AWS cloud experience, including Lambda, Amazon Connect, Application Load Balancers (ALBs)
- Experience in at least one scripting language such as Python or JavaScript to support automation and operational efficiency
- Excellent communication and teamwork skills with the ability to collaborate across technical teams
Benefits
- Culture of Relentless Performance
- Competitive Pay and Benefits
- Work From Anywhere Culture
- Growth Mindset
- Global Impact
- Welcoming Multicultural Environment
- Social Sustainability Values
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