Connect Support Engineer

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

📋 Description

• Create, develop, and enhance proactive monitoring features for the AWS Connect CCaaS platform.

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

• Engage in application design discussions.

• Construct end-to-end interaction flows utilizing Splunk for monitoring and diagnostic purposes.

• Resolve production issues and conduct root cause analyses.

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

• Collaborate with vendor partners to promote operational enhancements and improve monitoring frameworks.

• Create and sustain CloudWatch dashboards for comprehensive 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 production systems.

• At least 2 years of practical experience with Splunk and CloudWatch or comparable monitoring tools.

• 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.

• Exceptional communication and teamwork abilities for effective collaboration among technical teams.

• Familiarity with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms is a plus.

• Experience with Zabbix and other similar monitoring and observability tools is a plus.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular team-building social events organized by the company.

• Commitment to sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.