This role is responsible for ensuring the stability, performance, and observability of cloud-hosted contact center platforms, particularly within AWS Amazon Connect environments. You will design and refine monitoring strategies that proactively detect and prevent system disruptions, maintaining high availability and responsiveness across production systems.
Key Responsibilities
- Build and maintain monitoring frameworks for CCaaS platforms on AWS, using tools like Splunk, CloudWatch, and Zabbix to ensure continuous system health.
- Work with developers and platform teams to define logging standards and implement effective observability practices that support rapid troubleshooting.
- Engage in system design discussions to integrate end-to-end visibility across contact center workflows, leveraging Splunk for operational insights.
- Diagnose and resolve live production incidents, conduct root cause analysis, and apply corrective measures to prevent recurrence.
- Coordinate with vendor teams to improve monitoring capabilities and operational processes for shared platforms.
- Create and manage CloudWatch dashboards as a secondary monitoring layer, complementing Splunk for comprehensive coverage.
- Develop and share technical documentation, including troubleshooting guides and operational playbooks, to strengthen team readiness.
Required Qualifications
- Degree or equivalent experience in Information Technology or a related technical field.
- Minimum of two years’ experience supporting CCaaS platforms, with a focus on monitoring and incident resolution.
- Proven experience with observability tools such as Splunk and Zabbix.
- At least two years working with AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch.
- Proficiency in scripting languages like Python, Perl, or PowerShell for automation and operational support.
- Strong communication skills and the ability to collaborate effectively with cross-functional technical teams.
Technology Environment
AWS, Amazon Connect, Lambda, Application Load Balancers, CloudWatch, Splunk, Zabbix, Python, Perl, PowerShell
Work Environment
This position supports remote work from any location, offering full flexibility without geographic constraints. You’ll be part of a globally distributed team that values autonomy, accountability, and continuous improvement.
Culture and Benefits
The organization emphasizes high performance, continuous learning, and inclusive collaboration. You’ll join a multicultural team focused on professional growth, global client impact, and sustainable business practices. Benefits include a comprehensive compensation package with health coverage, language training, relocation support, and access to certification and mentorship programs. The company promotes open communication, team engagement, and social responsibility across five pillars: IT education, community development, fair practices, environmental care, and gender equity.
Equal Opportunity
This employer is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable laws. All candidate information is handled confidentially in accordance with EEO guidelines.
