AWS Support Engineer

Exp: 12+ Years
 
We are currently looking for two AWS Support Engineers to handle day-to-day operations, incident management, troubleshooting, enhancements, and integrations while the project team continues the next phase to migrate from Genesys to AWS Connect. These resources will work closely with client teams to ensure the stability and ongoing evolution of the solution.
 
Project Details
Scope: Production support and ongoing enhancement of client's Amazon Connect CCaaS pilot environment.
Production scope included: Agentic Call Routing use case and Move-In / Move-Out (MIMO) call deflection.

Must Have
Experience supporting Amazon Connect or another cloud-based contact center platform
Knowledge of AWS services, particularly Lambda, S3, DynamoDB, and CloudWatch
Strong troubleshooting and production support skills
Experience with REST APIs, JSON, and application integrations
Development experience in JavaScript, Node.js, Python, Java, or similar technologies
Experience with source control tools such as Git
Strong communication and documentation skills 

Nice to Have
Hands-on Amazon Connect contact flow development and configuration
AWS Lambda development experience
Amazon Lex / Conversational AI experience
CloudWatch monitoring and diagnostics
Experience integrating with Salesforce, ServiceNow, or Microsoft Dynamics
Contact center technology experience (IVR, ACD, CTI, SIP)
Infrastructure as Code experience (CloudFormation, Terraform, AWS CDK)
AWS certifications
Utilities industry experience 

Responsibilities
Amazon Connect
Configure and maintain users, routing profiles, queues, prompts, and hours of operation
Develop and modify contact flows
Configure routing logic, callbacks, transfers, IVR menus, and self-service capabilities
Troubleshoot routing, contact flow, and agent/customer interaction issues
Support deployments and configuration changes 

AWS Development & Integrations
Support and maintain integrations involving AWS Lambda, S3, DynamoDB, CloudWatch, and Amazon Lex
Develop and maintain Lambda functions
Support integrations with internal and third-party applications
Monitor AWS resources and resolve issues 

Production Support
Provide Level 1 and Level 2 support for the production environment
Perform CloudWatch log and metric analysis
Troubleshoot contact flows, Lambda executions, and integration failures
Analyze Contact Trace Records (CTRs)
Perform incident triage, prioritization, and root-cause analysis
Escalate issues to senior engineering teams or AWS Support when required