Technical Analyst - Amazon Connect - Remote

Overview

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.

In Short

• 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.
• Participate in application design sessions and create end-to-end interaction flows using Splunk.
• Troubleshoot production issues, ensuring quick resolution.
• Work closely with vendor partners for operational enhancements.
• Develop CloudWatch dashboards as a supplementary monitoring solution.
• Conduct knowledge-sharing sessions to propagate troubleshooting playbooks.

Requirements

• 4+ years of IT experience in CCaaS environments.
• 3+ years implementing observability solutions for contact centers.
• Hands-on experience with Splunk and Zabbix.
• 2+ years working with AWS services.
• 2+ years of scripting experience (Python preferred).
• Proven ability to diagnose and resolve complex contact center performance issues.

Benefits

• Culture of Relentless Performance with a 99% project success rate.
• Competitive pay and benefits package, including health insurance.
• Work from anywhere culture with flexibility.
• Growth mindset with professional development opportunities.
• Collaborate on impactful projects for global clients.
• Welcoming multicultural environment with inclusive practices.
• Social sustainability values focused on community empowerment.