About the job
Join our dynamic team as a Production Support Engineer, specializing in Amazon Connect (CCaaS). In this vital role, you will ensure the reliability and operational excellence of mission-critical contact center environments through proactive monitoring, real-time troubleshooting, and automation.
Key Responsibilities:
- Respond to incidents within defined SLAs, troubleshoot production issues, and conduct thorough root cause analysis.
- Utilize monitoring tools such as Splunk, CloudWatch, and Zabbix to maintain observability.
- Investigate issues across AWS services, including networking, APIs, and integrations.
- Manage configurations for Amazon Connect, including contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
- Create visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
- Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
- Analyze incidents and historical events from ServiceNow to extract actionable insights for documentation.
- Collaborate with platform and operations teams for incident triage, conduct mock troubleshooting sessions, and drive continuous improvement.

