Amazon Connect Support Engineer

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• Design, develop, and improve proactive monitoring capabilities for the AWS Connect CCaaS platform.

• Collaborate with developers, architects, and platform owners to uphold logging standards and monitoring best practices.

• Engage in application design sessions.

• Create end-to-end interaction flows utilizing Splunk.

• Diagnose production issues and conduct root cause analysis.

• Implement corrective measures to reduce system downtime and service interruptions.

• Collaborate with vendor partners to promote operational enhancements.

• Improve monitoring frameworks throughout the platform.

• Design and sustain CloudWatch dashboards for redundant monitoring and visibility.

⛳️ Requirements

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

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

• At least 2 years of hands-on experience with monitoring tools like Splunk and CloudWatch.

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

• Proficiency in at least one scripting language, such as Python or JavaScript.

• Outstanding communication and teamwork abilities.

• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage is a plus.

• Familiarity with Zabbix is an advantage.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility through the Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for top global clients.

• An inclusive and supportive work environment.

• Open communication.

• Regular team-building social events.