Amazon Connect Support Engineer

About the role

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.

What you'll do

• 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…
• 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

What you need

• 4–7 years in it support & networking
• Troubleshooting
• AWS
• Splunk
• Python
• JavaScript
• Root cause analysis
• Any graduate

Good to have

• Perl
• PowerShell