Support Engineer, Amazon Connect

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• Design, develop, and improve proactive monitoring capabilities for the AWS Connect CCaaS platform.

• Collaborate with developers, architects, and platform owners to establish 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 analyses.

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

• Work alongside vendor partners to promote operational enhancements and refine monitoring frameworks.

• Develop and sustain CloudWatch dashboards to ensure monitoring redundancy and visibility.

• Support and maintain AWS-based CCaaS and contact center environments to guarantee high availability and system reliability.

⛳️ Requirements

• Over 4 years of overall IT experience with substantial 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.

• Familiarity with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms (preferred).

• Experience with Zabbix (preferred).

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive work environment.

• Regular team-building company social events.