Support Engineer, Amazon Connect

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

📋 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.

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

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

• Partner with vendor associates to propel operational enhancements and improve monitoring frameworks across the platform.

• Create and sustain CloudWatch dashboards as an additional monitoring solution to guarantee redundancy and visibility.

⛳️ Requirements

• 4+ years of comprehensive IT experience with significant 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 AWS cloud experience, 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 capacity to collaborate across technical teams.

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

• Familiarity with monitoring and observability tools like Zabbix.

🏝️ Benefits

• Culture of Relentless Performance: join a high-performing technology development team boasting a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package that includes health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: take full advantage of the flexibility offered by remote work.

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

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

• Welcoming Multicultural Environment: be part of a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

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