This role requires a technically skilled professional with 4+ years of experience in CCaaS and cloud-based contact center environments. The position focuses on monitoring, troubleshooting, and ensuring platform reliability using tools like Splunk and Zabbix. Candidates with strong hands-on experience with AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch is essential, along with proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
Responsibilities:
- Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments.
- Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks.
- Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows.
- Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability.
- Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability.
- Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking.
- Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness.