Connect Support Engineer

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

📋 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.

• Participate in application design sessions and create end-to-end interaction flows utilizing Splunk to enhance monitoring and diagnostics capabilities.

• Troubleshoot production issues, conduct root cause analysis, and implement corrective measures to reduce system downtime and service interruptions.

• Work alongside vendor partners to promote operational enhancements and improve monitoring frameworks across the platform.

• Create and maintain CloudWatch dashboards as a supplementary monitoring solution to ensure redundancy and visibility.

⛳️ Requirements

• 4+ years of overall IT experience with substantial exposure to CCaaS environments.

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

• 2+ years of practical experience with monitoring tools such as Splunk and CloudWatch.

• Hands-on 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 to aid in automation and operational efficiency.

• Exceptional communication and teamwork abilities with a knack for collaboration across technical teams.

• Nice to Have: Familiarity with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms.

• Exposure to monitoring and observability tools such as Zabbix.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 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: take advantage of the flexibility that comes with remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

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

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

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