Support Engineer – Amazon Connect

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

📋 Description

• Develop and improve proactive monitoring features for AWS Amazon Connect CCaaS platforms.

• Work closely with developers, architects, and platform owners to set logging standards.

• Engage in application design discussions to create comprehensive interaction visibility utilizing Splunk.

• Diagnose and resolve production incidents, conducting root cause analysis.

• Collaborate with vendor teams to enhance operational efficiencies.

• Create and sustain Amazon CloudWatch dashboards as supplementary monitoring tools.

• Facilitate knowledge-sharing sessions and compile troubleshooting playbooks.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience in Information Technology or a related discipline.

• Over 2 years of hands-on experience in CCaaS environments, focusing on monitoring and troubleshooting contact center platforms.

• Solid understanding of observability and monitoring tools such as Splunk and Zabbix.

• More than 2 years of experience with AWS cloud services, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.

• Competence in at least one scripting language such as Python, Perl, or PowerShell to facilitate automation and operational efficiency.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Professional development opportunities.

• Internship opportunities.

• Mentorship and talent investment programs.

• Flexible work arrangements.