Amazon Connect Production Support - CCASS
About the position
We are seeking a 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
ā¢ Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
ā¢ Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
ā¢ Investigate issues across AWS services, networking, APIs, and integrations.
ā¢ Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
ā¢ Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
ā¢ Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
ā¢ Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
ā¢ Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.
Requirements
ā¢ 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
ā¢ Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
ā¢ Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch.
ā¢ Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana.
ā¢ Solid understanding of SLIs, SLOs, and core reliability engineering practices.
ā¢ Excellent communication abilities and strong documentation skills.
Nice-to-haves
ā¢ AWS certifications.
ā¢ Experience with Docker/Kubernetes.
ā¢ Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).
Benefits
ā¢ 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.
ā¢ Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
ā¢ Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
ā¢ 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.
ā¢ Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
ā¢ 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.
ā¢ 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.
Apply Now
Apply Now
We are seeking a 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
ā¢ Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
ā¢ Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
ā¢ Investigate issues across AWS services, networking, APIs, and integrations.
ā¢ Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
ā¢ Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
ā¢ Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
ā¢ Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
ā¢ Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.
Requirements
ā¢ 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
ā¢ Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
ā¢ Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch.
ā¢ Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana.
ā¢ Solid understanding of SLIs, SLOs, and core reliability engineering practices.
ā¢ Excellent communication abilities and strong documentation skills.
Nice-to-haves
ā¢ AWS certifications.
ā¢ Experience with Docker/Kubernetes.
ā¢ Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).
Benefits
ā¢ 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.
ā¢ Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
ā¢ Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
ā¢ 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.
ā¢ Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
ā¢ 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.
ā¢ 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.
Apply Now
Apply Now