Production Support Engineer– AWS & CCaaS

We are seeking a mid- to senior-level Production Support Specialist/Site Reliability Engineer (SRE) with deep expertise in Amazon Connect (CCaaS). This is a production-focused role. You will ensure reliability stability and operational excellence for mission-critical contact center environments through proactive monitoring live troubleshooting and automation.

Responsibilities:

• Provide incident response within defined SLAs troubleshoot production issues and perform root cause analysis.
• Monitor and maintain observability using Splunk CloudWatch Zabbix and similar tools.
• Investigate issues across AWS services networking APIs and integrations.
• Manage Amazon Connect configurations contact flows bots (Lex) and integrations with Lambda S3 QuickSight and DynamoDB.
• Develop visual process flows standardized troubleshooting playbooks and how-to guides for support teams.
• Document alert resolution steps and maintain runbooks knowledge repositories and playbooks.
• Analyze ServiceNow incidents RCAs and historical events to extract actionable insights for documentation.
• Collaborate with platform and operations teams for incident triage mock troubleshooting sessions and continuous improvement.

Qualifications :

• 4 years of experience in Production Support NOC or Site Reliability Engineering roles.
• Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
• Strong knowledge of AWS services including Amazon Connect Lambda S3 DynamoDB and CloudWatch.
• Proficiency with monitoring and logging tools such as Splunk CloudWatch Dynatrace Zabbix and Grafana.
• Solid understanding of SLIs SLOs and core reliability engineering practices.
• Excellent communication abilities and strong documentation skills.

Nice to have:

• AWS certifications.
• Experience with Docker/Kubernetes.
• Knowledge of CCaaS workflows and compliance frameworks (HIPAA SOC-II).

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. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time