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