Support Engineer – Amazon Connect

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform
• Collaborate with developers, architects, and platform owners to enforce logging standards and monitoring best practices
• Participate in application design sessions
• Develop end-to-end interaction flows using Splunk
• Troubleshoot production issues and perform root cause analysis
• Implement corrective actions to minimize system downtime and service disruptions
• Work with vendor partners to drive operational improvements
• Enhance monitoring frameworks across the platform
• Develop and maintain CloudWatch dashboards for 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, and Application Load Balancers (ALBs)
• Experience in at least one scripting language such as Python or JavaScript
• Excellent communication and teamwork skills with the ability to collaborate across technical teams
• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms (nice to have)
• Experience with monitoring and observability tools such as Zabbix (nice to have)

• Health insurance
• Language courses
• Relocation program
• Remote work flexibility
• Professional development opportunities
• Certification programs
• Mentorship and talent investment programs
• Internal mobility opportunities
• Internship opportunities
• Collaboration on impactful projects for top global clients
• Inclusive and supportive work environment
• Open communication
• Regular team-building company social events