Overview
Full Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 8 day((s))
Skills
Amazon Connect
Salesforce
CloudWatch
Job Details
Title: Platform Support Engineer (Amazon Connect & Salesforce CRM)
Duration- 6-month contract possible to extn
On-site (3 days a week) preferred, but Remote might be ok but Local to IL or near by states
Note: You MUST screen candidates, and you can submit only 2 candidates
About the Role
We are seeking a Platform Engineer with strong expertise in Amazon Connect and CRM platforms such as Salesforce. This role will be responsible for ensuring the reliability, observability, and optimization of our customer engagement platform, built entirely on AWS and integrated with Salesforce. The ideal candidate will have hands-on experience with infrastructure automation, monitoring/alerting, debugging call flows, and the ability to communicate effectively with both technical and non-technical stakeholders.
Key Responsibilities
- Amazon Connect Operations & Troubleshooting
- Investigate and resolve issues with Amazon Connect flows and call handling.
- Debug call-related problems and ensure smooth customer experiences.
- Collaborate with support teams to triage and resolve platform issues.
- Monitoring & Observability
- Implement monitoring and alerting for Amazon Connect using tools such as Datadog, CloudWatch, and Operata.
- Build and maintain dashboards to track system health and call flow performance.
- Ensure proactive incident detection and response through observability best practices.
- Infrastructure & Automation
- Deploy and manage Amazon Connect and related AWS infrastructure using Terraform and other IaC frameworks.
- Optimize infrastructure deployments and ensure consistent Infrastructure-as-Code practices.
- Work with GitHub and Azure DevOps for version control, CI/CD pipelines, and release management.
- Continuously improve automation workflows for reliability and scalability.
- Optimization & Continuous Improvement
- Analyze call flows, system performance, and integrations for improvements.
- Provide recommendations on best practices for AWS deployments and infrastructure efficiency.
- Collaborate with Salesforce/CRM engineering teams to ensure seamless integration and data flow.
Must Have Qualifications
- Proven experience as a Platform Engineer / DevOps Engineer / Cloud Engineer with focus on Amazon Connect.
- Hands-on experience with AWS services (Lambda, S3, CloudWatch, IAM, etc.).
- Proficiency with Terraform and other IaC frameworks.
- Experience with GitHub and Azure DevOps for CI/CD and source control.
- Experience with monitoring and alerting tools such as Datadog, Operata, CloudWatch, or similar.
- Solid troubleshooting skills for complex systems and call flows.
- Familiarity with voice/call flow architecture and optimization.
- Excellent communication skills: able to work directly with customers, clients, business leaders, and technical engineers to understand issues, explain solutions, and provide guidance.
- Strong interpersonal and collaboration skills, with the ability to bridge technical and business discussions.
Nice to Have
- AWS Certifications (Solutions Architect, SysOps, or DevOps Engineer).
- Strong working knowledge of Salesforce or other CRM platforms.
- Strong Python coding skills for automation, scripting, and integrations.
- Past experience with call center technologies and operations.
- Understanding of integrations with platforms such as PCI Pal, Dispatch, or other customer engagement/compliance systems.
- Knowledge of contact center operations and customer experience technologies.
- Familiarity with GitOps workflows and advanced CI/CD pipeline automation.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.