Amazon Connect Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.

• Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that facilitate effective troubleshooting and observability.

• Engage in application design sessions and create end-to-end interaction flows using Splunk to improve monitoring and diagnostic capabilities.

• Diagnose production issues, conduct root cause analyses, and implement corrective actions to minimize system downtime and service interruptions.

• Partner with vendor associates to drive operational enhancements and refine monitoring frameworks throughout the platform.

• Create and manage CloudWatch dashboards as an additional monitoring solution to ensure redundancy and visibility.

⛳️ Requirements

• Over 4 years of overall IT experience with significant exposure to CCaaS environments.

• Strong expertise in contact center observability, monitoring, and troubleshooting of production systems.

• More than 2 years of hands-on experience with monitoring tools such as Splunk and CloudWatch.

• Practical experience with AWS cloud services, including Lambda, Amazon Connect, and Application Load Balancers (ALBs).

• Proficient in at least one scripting language, such as Python or JavaScript, to support automation and enhance operational efficiency.

• Outstanding communication and teamwork abilities, with a knack for collaborating across technical teams.

• Nice to have experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms.

• Familiarity with monitoring and observability tools like Zabbix.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.

• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.

• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.