Amazon Connect Support Engineer

Job Summary

Supporting and maintaining AWS-based CCaaS and contact center environments, the full-time Amazon Connect Support Engineer will monitor, troubleshoot, and resolve production issues while utilizing observability tools like Splunk and Zabbix in a remote work setting.

Key responsibilities

• Design and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability
• Collaborate with developers and architects to enforce logging standards and monitoring best practices
• Troubleshoot production issues and implement corrective actions to minimize system downtime

Required qualifications

• 4+ years of overall IT experience with strong exposure to CCaaS environments
• 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch
• Practical AWS cloud experience, including Lambda and Amazon Connect
• Experience in at least one scripting language such as Python or JavaScript
• Solid experience in contact center observability and troubleshooting of production systems