Contact Center Production Control Engineer, Amazon Connect Preferred
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Job Description
Contact Center Production Control Engineer focused on CCaaS environments and AWS services. Responsible for monitoring, troubleshooting, and ensuring platform reliability in a global IT consultancy.
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
Requirements:
- Undergraduate degree or equivalent practical experience in Information Technology or a related field
- 2+ years of hands-on experience in CCaaS environments, including monitoring and troubleshooting contact center platforms
- Strong working knowledge of observability and monitoring tools such as Splunk and Zabbix
- 2+ years of AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch
- Proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency
- Excellent communication and collaboration skills with the ability to work effectively across cross-functional teams
Benefits:
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
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