Amazon Connect Support Engineer

The Amazon Connect Support Engineer is responsible for supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability. The role focuses on monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix. The ideal candidate brings strong experience in contact center operations along with hands-on expertise in AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch. Proficiency in scripting languages such as Python, Perl, or PowerShell is required to support automation and operational efficiency. Strong analytical and problem-solving skills are essential for success in this role. The role offers the opportunity to develop broad expertise across multiple leading CCaaS platforms in a modern enterprise contact center environment.

Responsibilities

• 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.

• Solid experience in contact center observability, monitoring, and troubleshooting of production systems.

• 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch.

• Practical AWS cloud experience, including Lambda, Amazon Connect, Application Load Balancers (ALBs).

• Experience in at least one scripting language such as Python or JavaScript to support automation and operational efficiency.

• Excellent communication and teamwork skills with the ability to collaborate across technical teams.

Nice To Have

• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms

• Experience with monitoring and observability tools such as Zabbix

• 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.

*the company is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

The company helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a valuesdriven organization and our culture of Relentless Performance has enabled over 99% of the company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

The company has coverage across 5 continents and operates in 25 countries around the world. The company retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.