Support Engineer, Amazon Connect

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

📋 Description

• Design, develop, and enhance 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.

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

• Partner with vendors to promote operational enhancements.

• Improve monitoring frameworks across the platform.

• Develop and sustain CloudWatch dashboards for redundancy and visibility.

• Provide support and maintenance for AWS-based CCaaS and contact center environments.

⛳️ Requirements

• A minimum of 4 years of overall IT experience.

• Significant exposure to CCaaS environments.

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

• At least 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).

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

• Excellent communication and teamwork abilities.

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

• Familiarity with Zabbix is also 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 talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

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