Systems Engineer - Amazon Connect - 100% Remote

Job Title: Systems Engineer - Amazon Connect

Location - India

Remote

Duration: 12 months + Contract

Role Overview:

We seek an experienced Systems Engineer specializing in Amazon Connect to join our team. The role involves designing and implementing complex call flows, maintaining system performance, and providing production support.

Key Responsibilities:

• Implement and monitor contact flow routing using Amazon Connect and Lex.
• Troubleshoot and resolve system issues; provide 24x7 global support on a rotating basis.
• Collaborate with senior engineers to maintain security, backup, and redundancy.
• Stay updated on new infrastructure technologies and CCaaS releases.
• Create and update system documentation and user guides.
• Gather and report performance metrics and KPIs.

Required Skills:

• Experience with CCaaS platforms (Genesys, Avaya, and Amazon Connect).
• Proficiency with AWS services (Lambda, Dynamo DB, CloudFront, Cognito, and Cloud Watch).
• Strong understanding of agile methodologies (JIRA, Confluence).
• Excellent troubleshooting skills and on-call experience.