About the job
As an Amazon Connect Support Engineer, you will play a pivotal role in supporting and optimizing AWS-based CCaaS and contact center environments, ensuring peak system performance and reliability. Your primary responsibilities will include monitoring, diagnosing, and resolving production issues utilizing advanced observability tools like Splunk and Zabbix. The ideal candidate possesses extensive experience in contact center operations and hands-on skills with AWS services, such as Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch. Proficiency in scripting languages like Python, Perl, or PowerShell is essential for driving automation and enhancing operational productivity. Strong analytical and problem-solving abilities will be crucial for your success in this position.
Key Responsibilities
- Design and implement advanced monitoring solutions for the AWS Connect CCaaS platform to guarantee system reliability and operational excellence.
- Collaborate effectively with developers, architects, and platform owners to establish logging standards and monitoring best practices for improved troubleshooting and observability.
- Engage in application design sessions and create comprehensive interaction flows using Splunk to enhance monitoring and diagnostics.
- Diagnose production issues, conduct root cause analyses, and implement corrective measures to minimize system downtime and service disruptions.
- Work with vendor partners to promote operational enhancements and refine monitoring frameworks across the platform.
- Develop and maintain CloudWatch dashboards to complement monitoring solutions, ensuring redundancy and visibility.

