Amazon Connect Support Engineer

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

📋 Description

• Oversee, diagnose, and ensure the reliability of the platform through tools such as Splunk and Zabbix.

• Design and improve proactive monitoring features for AWS Amazon Connect CCaaS platforms.

• Work in close partnership with developers, architects, and platform stakeholders.

• Engage in application design discussions to establish comprehensive interaction visibility using Splunk.

• Investigate and resolve production issues while performing root cause analysis.

• Collaborate with vendor teams to promote operational enhancements.

• Create and sustain Amazon CloudWatch dashboards as additional monitoring tools alongside Splunk.

• Lead knowledge-sharing sessions and document troubleshooting procedures to empower wider support teams.

⛳️ Requirements

• A bachelor's degree or equivalent hands-on experience in Information Technology or a related discipline.

• A minimum of 2 years of practical experience in CCaaS environments, encompassing monitoring and troubleshooting of contact center platforms.

• Solid knowledge of observability and monitoring tools, including Splunk and Zabbix.

• At least 2 years of experience with AWS cloud services, such as Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.

• Proficient in at least one scripting language, including Python, Perl, or PowerShell.

• Strong communication and teamwork skills, with the ability to collaborate effectively across diverse teams.

🏝️ Benefits

• Health insurance

• Language courses

• Relocation program

• Professional development opportunities

• Certification programs

• Mentorship and talent investment programs

• Internal mobility and internship opportunities