Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments.
Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks.
Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows.
Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability.
Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability.
Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking.
Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness.

Undergraduate degree or equivalent practical experience in Information Technology or a related field.
4+ years of hands-on experience in CCaaS environments, including monitoring and troubleshooting contact center platforms.
Strong working knowledge of observability and monitoring tools such as Splunk and Zabbix.
2+ years of AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.
Proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
Excellent communication and collaboration skills with the ability to work effectively across cross-functional 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.

Support Engineer, Amazon Connect

Key skills