The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of Amazon Connect-based enterprise contact center environments and associated integrations. This role requires deep hands-on experience supporting Amazon Connect production platforms, SIP telephony services, voice routing, and integrated solutions such as Pindrop Voice Authentication/Fraud Detection. The engineer will serve as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities to maintain highly reliable customer and agent experiences across the contact center ecosystem. Experience with Genesys Cloud, NICE CXOne, and other CCaaS platforms is preferred; however, strong Amazon Connect production support experience is required
Platform Operations:
Serve as the primary production support engineer for Amazon Connect services, including contact flows, routing profiles, queues, agent workspaces, and omnichannel customer interactions.
Troubleshoot issues involving Amazon Connect, Contact Lens, Amazon Lex, Lambda integrations, APIs, and AWS services supporting customer engagement.
Monitor and analyze Contact Trace Records (CTRs), CloudWatch logs, call recordings, telephony events, and routing behavior to identify and resolve production issues.
Support SIP trunk integrations, call routing, carrier connectivity, DID provisioning, failover mechanisms, and telephony troubleshooting activities.
Validate production deployments, configuration changes, and release implementations within Amazon Connect and associated AWS services.
Monitor platform performance using CloudWatch, Splunk, Dynatrace, Datadog, Grafana, and similar observability platforms.
Vendor & Integration Support
Act as the primary operational liaison for AWS Support, Amazon Connect Support, telecom carriers, Pindrop Support, and third-party CCaaS vendors.
Troubleshoot integrations involving Amazon Connect, SIP providers, voice gateways, session border controllers (SBCs), CRM platforms, authentication services, APIs, and external business applications.
Support and troubleshoot Pindrop Voice Authentication and Fraud Detection integrations, including call authentication workflows, voice-print validation issues, customer enrollment challenges, and production incidents impacting authentication services.
Coordinate escalations with AWS, telecom carriers, and Pindrop vendors to drive timely restoration of services.
Ensure vendor issues are tracked, documented, and resolved within established SLAs.
Mandatory Skills
4+ years of hands-on Amazon Connect production support experience in enterprise contact center environments.
Strong experience supporting Amazon Connect contact flows, routing profiles, queues, agent workspaces, and production operations.
3+ years of experience supporting SIP telephony environments, SIP trunking, voice routing, carrier integrations, and contact center telephony services.
Hands-on experience supporting Pindrop Voice Authentication, Voice Security, Fraud Detection, or similar voice biometric solutions in production environments.
Strong experience troubleshooting production incidents involving:
o Amazon Connect
o AWS Lambda
o CloudWatch
o Contact Lens
o Amazon Lex
o SIP Trunks
o Telephony Routing
o Pindrop Integrations
Experience working with monitoring tools such as Splunk, CloudWatch, Dynatrace, Datadog, Grafana, or equivalent.
Experience supporting 24x7 production environments with on-call responsibilities.
Strong incident management, stakeholder communication, and root cause analysis skills.
