AWS Cloud Engineer - CCaaS Monitoring and Troubleshooting (Remote)

About the Role

We are seeking an experienced AWS Cloud Engineer to join our team remotely. This AWS Cloud Engineer remote position focuses on CCaaS monitoring and troubleshooting, ensuring the reliability of our cloud-based contact center environments.

What You'll Do

• 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 and enforce monitoring best practices.
• Participate in application design discussions to develop end-to-end interaction visibility using tools like Splunk.
• Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures.
• Partner with vendor teams to drive operational improvements and enhance overall platform observability.
• Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk.
• Conduct knowledge-sharing sessions and document troubleshooting playbooks to improve operational readiness.

Requirements

• Undergraduate degree or equivalent practical experience in Information Technology or a related field.
• 4+ 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.
• Excellent communication and collaboration skills with the ability to work effectively across cross-functional teams.

Nice to Have

• Experience with automation tools and frameworks.
• Familiarity with CI/CD pipelines.
• Knowledge of ITIL or similar frameworks.

What We Offer

• Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance and language courses.
• Work From Anywhere Culture: Make the most of the flexibility that comes with remote work.
• Growth Mindset: Professional development opportunities, including certification programs and mentorship.
• Global Impact: Collaborate on impactful projects for top global clients.
• Welcoming Multicultural Environment: Thrive in an inclusive and supportive work environment.