Responsibilities
- Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
- Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
- Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
- Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
- Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
- Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.
Requirements
- Supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability.
- Monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix.
- Strong experience in contact center operations.
- Hands-on expertise in AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch.
- Proficiency in scripting languages such as Python, Perl, or PowerShell to support automation and operational efficiency.
- Strong analytical and problem-solving skills.
