Platform Support / Cloud Engineer (Amazon Connect & Salesforce CRM)

Position: Platform Support Engineer (Amazon Connect & Salesforce CRM)
Location: Naperville, IL
Duration: 6 Months

About R Systems:
R Systems is a leading digital product engineering company that designs and develops chip-to-cloud software products, platforms, and digital experiences that empower its clients to achieve higher revenues and operational efficiency. Our product mindset and engineering capabilities in Cloud, Data, AI, and CX enable us to serve key players in the high-tech industry, including ISVs, SaaS, and Internet companies, as well as product companies in telecom, media, finance, manufacturing, and health verticals. We Are Great Place to Work Certified in 10 countries with a full-time workforce [India, USA, Canada, Poland, Romania, Moldova, Indonesia, Singapore, Malaysia & Thailand]! We are recognized as one of the Best Tech Brands 2024 by the Times Group and India's Top 500 Value Creators 2023 by Dun & Bradstreet.
Company Link:

Job Requirement:
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.

Why Join R Systems?

• Frequent Internal Hackathons: Engage in dynamic competitions with exciting prizes to keep your skills sharp.
• Cultural Celebrations: Strengthen our familial bonds through shared celebrations, fostering a sense of community.
• Diverse Project Exposure: Work on a variety of projects across sectors like Healthcare, Banking, e-commerce, and Retail, collaborating with leading global brands.
• Centre of Excellence (COE): Benefit from technical guidance and upskilling opportunities provided by our team of technology experts, helping you navigate your career path.
• E-Learning Platform: Gain access to comprehensive e-learning platforms coupled with a robust mentorship program to enhance your skills.
• Open Door Policy: Embrace a culture of mutual support, respect, and open dialogue, promoting a collaborative work environment.

If you are passionate and excited about working in a fast-paced, innovative environment, we would love to hear from you!
R Systems is an equal opportunity employer that does not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other characteristic protected by law. We strive to build a team that reflects the diverse communities we serve, and we actively encourage applications from individuals of all backgrounds and experiences. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, training, promotion, and benefits.
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