Overview
Skills
Job Details
The candidate will support the implementation of an AWS Connect Contact Center as a Service (CCaaS) platform. Their primary responsibility will be to build and manage robust monitoring and alerting systems for the AWS Connect environment. They will collaborate with a team of 5 contact center operations support specialists, as well as developers, architects, and platform owners, to ensure system reliability, observability, and efficient troubleshooting.
Job Title:AWS Connect CCaaS Technical Analyst
Key Responsibilities:-
Design and implement monitoring and alerting for the AWS Connect platform.
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Build CloudWatch dashboards and configure Splunk-based monitoring.
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Collaborate with engineering teams to enforce logging and observability standards.
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Participate in application design and develop end-to-end interaction flows using Splunk.
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Troubleshoot production issues and proactively enhance visibility and resolution processes.
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Create and document troubleshooting playbooks for the support team.
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Work closely with vendor partners to enhance operational and monitoring capabilities.
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4+ years of IT experience in CCaaS environments.
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4+ years in contact center observability (monitoring and troubleshooting).
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3+ years experience with monitoring tools like Splunk, Dynatrace, Grafana.
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4+ years experience in scripting using Python, PowerShell, JSON, or Terraform.
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2+ years of AWS cloud experience, including:
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Amazon Connect
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AWS Lambda
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CloudWatch
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Application Load Balancers (ALB)
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AWS Certification
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Experience with application and security logging
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Familiarity with automated/scripted environment