AWS Connect CCaaS Technical Analyst (Remote)

About the role

As an AWS Connect CCaaS Technical Analyst, you will play a pivotal role working on the implementation of the AWS Connect Contact Center as a Service project for UHG. As part of that implementation, you will be responsible to implementing, monitoring and alerting for this AWS Connect System. You will work with a team of 5 contact center operational support specialist who will provide support for the CCaaS platform and implement the monitoring and alerting as well as the playbooks.

In this role, you will:

• Design, develop and enhance proactive monitoring capabilities for AWS Connect CCaaS platform
• Collaborate with Developers, architects and platform owners to enforce logging and build standards to enable troubleshooting and monitoring
• Participate in application design sessions and develop end to end interaction flows using Splunk
• Troubleshoot production issues
• Work closely with vendor partners to drive operational and monitoring enhancements
• Create cloud watch dashboards as a backup to Splunk for monitoring
• Conduct knowledge sharing sessions to propagate troubleshooting playbooks to broader support team

Work model:

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:

• Undergraduate degree or equivalent experience
• 4+ years of IT experience in CCaaS
• 4+ years of experience in contact center observability (monitoring and troubleshooting)
• 4+ years of experience with at least 1 scripting language such as Python, PowerShell, JSON, Terraform, etc.
• 3+ years of strong working knowledge on monitoring tools like Splunk, Dynatrace and Grafana
• 2+ years of AWS cloud experience including lambda, ALB's, Amazon Connect, Cloudwatch

These will help you stand out

• AWS Certified
• Application and Security logging experience
• Scripted environments experience

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.