Technical Analyst

Support and enhance a cloud-based Contact Center as a Service (CCaaS) platform powered by Amazon Connect. This project focuses on enabling seamless customer experiences by building robust monitoring and observability solutions. You will work closely with cross-functional teams and vendor partners to ensure high availability, proactive issue detection, and continuous improvements to our global contact center infrastructure. Responsibilities: Design, develop, and enhance proactive monitoring and observability capabilities for the AWS Connect CCaaS platform. Collaborate with developers, architects, and platform owners to enforce logging standards and build practices that enable effective troubleshooting and monitoring. Participate in application design sessions and create end-to-end interaction flows using Splunk. Troubleshoot production issues, ensuring quick resolution and minimal customer impact. Work closely with vendor partners to drive operational and monitoring enhancements. Develop CloudWatch dashboards as a supplementary monitoring solution alongside Splunk. Conduct knowledge-sharing sessions to create and propagate troubleshooting playbooks for the broader support team.