Amazon connect - Technical Analyst

Join our dynamic team as a Technical Analyst to support and enhance a cloud-based Contact Center as a Service (CCaaS) platform powered by Amazon Connect. This project focuses on enabling seamless customer experiences by building robust monitoring and observability solutions. You will work closely with cross-functional teams and vendor partners to ensure high availability proactive issue detection and continuous improvements to our global contact center infrastructure.

Responsibilities:

• Design develop and enhance proactive monitoring and observability capabilities for the AWS Connect CCaaS platform.
• Collaborate with developers architects and platform owners to enforce logging standards and build practices that enable effective troubleshooting and monitoring.
• Participate in application design sessions and create end-to-end interaction flows using Splunk.
• Troubleshoot production issues ensuring quick resolution and minimal customer impact.
• Work closely with vendor partners to drive operational and monitoring enhancements.
• Develop CloudWatch dashboards as a supplementary monitoring solution alongside Splunk.
• Conduct knowledge-sharing sessions to create and propagate troubleshooting playbooks for the broader support team.

Qualifications :

• 4 years of IT experience in CCaaS (Contact Center as a Service) environments.
• 3 years implementing observability solutions for contact centers (monitoring alerting troubleshooting).
• Hands-on experience with Splunk (querying dashboards) and Zabbix (infrastructure monitoring).
• 2 years working with AWS services: Amazon Connect Lambda ALB and CloudWatch.
• 2 years of scripting experience (Python preferred PowerShell or Perl) for automation.
• Proven ability to diagnose and resolve complex contact center performance issues.

Nice to have:

• AWS Certified (Solutions Architect SysOps Administrator or Developer).
• Strong experience with application and security logging.
• Experience working in scripted and automated environments (CI/CD pipelines Infrastructure as Code).

We offer:

• 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 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. 

Remote Work :

No

Employment Type :

Full-time