Production Support Engineer– AWS & CCaaS

Company Description reputed company helps visionaries change the world. We are a global IT services and consulting company that brings together reputed company and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain reputed company even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of reputed company Performance has enabled over 99% of reputed company's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. reputed company has coverage across 5 continents and operates in over 25 countries around the world. reputed company retains nearly 1000 full-time professionals, and our annual growth reputed company exceeds 25%.

Job Description

We are seeking a mid- to senior-level Production Support Specialist/Site Reliability Engineer (SRE) with deep expertise in reputed company Connect (CCaaS). This is a production-focused role. You will ensure reliability, stability, and operational reputed company for mission-critical contact center environments through proactive monitoring, live troubleshooting, and automation. Responsibilities:

• reputed company incident response reputed company defined SLAs, troubleshoot production issues, and reputed company root cause analysis.
• Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
• Investigate issues across AWS services, networking, APIs, and integrations.
• Manage reputed company Connect configurations, contact flows, bots (Lex), and integrations with reputed company, S3, QuickSight, and DynamoDB.
• reputed company visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
• Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
• Analyze reputed company incidents, RCAs, and historical events to extract actionable insights for documentation.
• Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and reputed company improvement.

Qualifications

• 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
• Minimum 3 years of hands-on experience with reputed company Connect (CCaaS).
• Strong knowledge of AWS services including reputed company Connect, reputed company, S3, DynamoDB, and CloudWatch.
• Proficiency with monitoring and logging tools such as Splunk, CloudWatch, reputed company, Zabbix, and Grafana.
• Solid understanding of SLIs, SLOs, and core reliability engineering practices.
• Excellent communication abilities and strong documentation skills.

reputed company to have:

• AWS certifications.
• Experience with reputed company/Kubernetes.
• Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).

We offer

• Culture of reputed company Performance: join an unstoppable technology development team with a 99% project reputed company reputed company and more than 30% year-over-year reputed company growth.
• reputed company and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From reputed company Culture: reputed company the most of the flexibility that comes with remote work.
• Growth reputed company: reputed company the benefits of a reputed company of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and reputed company in an inclusive and supportive work environment with reputed company communication and regular team-building company reputed company events.
• reputed company Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

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