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 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.

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

• Work alongside vendor partners to foster operational enhancements and improve monitoring frameworks.

• Create and maintain CloudWatch dashboards to ensure redundancy and visibility.

⛳️ Requirements

• Over 4 years of overall IT experience with extensive exposure to CCaaS environments.

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

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

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

• Knowledge of monitoring and observability tools like Zabbix (preferred).

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace environment.

• Open lines of communication.

• Regular team-building social events.

• Commitment to sustainable business practices and social sustainability initiatives.