Support Engineer – Amazon Connect

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.

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

• Participate in application design sessions.

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

• Resolve production issues and conduct root cause analysis.

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

• Partner with vendor teams to drive operational enhancements.

• Improve monitoring frameworks across the platform.

• Design and maintain CloudWatch dashboards for redundancy 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.

• Exceptional communication and teamwork abilities, with a strong capacity to collaborate across technical teams.

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

• Familiarity with monitoring and observability tools such as Zabbix is advantageous.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building company social events.