Amazon Connect Support Engineer

We are looking for an Amazon Connect Support Engineer who will be 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.

This role offers the opportunity to develop broad expertise across multiple leading CCaaS platforms in a modern enterprise contact center environment.

• 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