About the job
We are seeking a motivated Junior Amazon Connect Support Engineer with a solid technical background and a passion for cloud-based contact center solutions. The ideal candidate will possess over 2 years of experience in CCaaS environments, focusing on monitoring, troubleshooting, and ensuring the reliability of platforms utilizing tools like Splunk and Zabbix. Hands-on experience with AWS services, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch is crucial. Proficiency in at least one scripting language, such as Python, Perl, or PowerShell, is also required to facilitate automation and enhance operational efficiency.
Key Responsibilities:
- Develop and refine proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring optimal availability, reliability, and performance across production environments.
- Work collaboratively with developers, architects, and platform owners to set logging standards, implement monitoring best practices, and enhance troubleshooting through structured observability frameworks.
- Engage in application design discussions to create end-to-end visibility of interactions using Splunk, delivering in-depth operational insights and traceability throughout contact center workflows.
- Diagnose and resolve production incidents, conducting root cause analysis and implementing preventative measures to enhance system stability.
- Collaborate with vendor teams to drive operational enhancements, fortify monitoring strategies, and increase overall platform observability.
- Create and maintain Amazon CloudWatch dashboards as supplementary monitoring solutions to Splunk, ensuring comprehensive performance tracking.
- Facilitate knowledge-sharing sessions and document troubleshooting playbooks to empower support teams and boost operational readiness.

