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CCM Lead/ Engineer

PeopleNTechUnited States🇺🇸United States

Why this role stands out

This hybrid role offers significant growth opportunities in Amazon Connect and AWS services, allowing you to hone your troubleshooting and root cause analysis skills within a reputable company. You'll thrive here if you're a mid-senior engineer passionate about resolving complex contact center issues and collaborating with diverse teams. Apply now to contribute to impactful solutions and advance your engineering career!

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States

Job description

Must have Skills: Contact Center Management, Root Cause Analysis, Release and deployment, Amazon Connect,

Good To Have Skills: AWS Lambda,

Job Description:

  • Troubleshoot and resolve Amazon Connect bugs, issues, and incidents reported by business and Contact Center teams.
  • Analyze Contact Flows, routing, queues, agent configuration, integrations, and AWS components to identify the root cause of issues.
  • Develop and implement engineering fixes, enhancements, and technical solutions to address identified Amazon Connect issues.
  • Work with AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB, and EventBridge to diagnose and resolve application and integration issues.
  • Perform root cause analysis (RCA) for recurring or complex production issues and recommend permanent corrective actions.
  • Work closely with the business, Contact Center teams, and Technicians to understand issues, validate requirements, and coordinate resolution.
  • Perform unit testing, integration testing, regression testing, and validation of fixes before production deployment.
  • Provide technical guidance and deployment instructions to the Technician team and support them during production implementation.
  • Monitor post-deployment behavior, troubleshoot production issues, and provide timely resolution and stabilization support.
  • Maintain technical documentation, incident/RCA records, deployment procedures, and knowledge articles for recurring Amazon Connect issues and fixes.

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