Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

4+ years of overall IT experience with strong exposure to CCaaS environments.
4+ years of experience in contact center observability, monitoring, and troubleshooting of production systems.
3+ years of hands-on experience with monitoring tools such as Splunk and Zabbix.
2+ years of practical AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.
2+ years of experience in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
Undergraduate degree or equivalent practical experience.
Excellent communication and teamwork skills with the ability to collaborate across technical teams.

Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Amazon Connect Support Engineer

Key skills