Amazon Connect CCaaS Technical Analyst

Overview

Accepts corp to corp applications

Skills

CLOUDWATCH
CCAAS
DASHBOARD

Job Details

Project Summary:

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.

  • Build CloudWatch dashboards and configure Splunk-based monitoring.

  • Collaborate with engineering teams to enforce logging and observability standards.

  • Participate in application design and develop end-to-end interaction flows using Splunk.

  • Troubleshoot production issues and proactively enhance visibility and resolution processes.

  • Create and document troubleshooting playbooks for the support team.

  • Work closely with vendor partners to enhance operational and monitoring capabilities.

Must-Have Qualifications:

  • 4+ years of IT experience in CCaaS environments.

  • 4+ years in contact center observability (monitoring and troubleshooting).

  • 3+ years experience with monitoring tools like Splunk, Dynatrace, Grafana.

  • 4+ years experience in scripting using Python, PowerShell, JSON, or Terraform.

  • 2+ years of AWS cloud experience, including:

    • Amazon Connect

    • AWS Lambda

    • CloudWatch

    • Application Load Balancers (ALB)

Preferred Qualifications:

  • AWS Certification

  • Experience with application and security logging

  • Familiarity with automated/scripted environment

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.

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