Amazon Connect Support Engineer (AWS)

Location: Texas City, Texas, USA

Company

hirify.global is a global IT services and consulting company supporting digital transformation for enterprise and start-up clients across more than 25 countries.

What you will do

• Support and maintain AWS-based CCaaS and contact center environments.
• Design and enhance proactive monitoring for the Amazon Connect platform.
• Collaborate with developers, architects, and platform owners on logging and observability standards.
• Develop interaction flows and monitoring capabilities using Splunk.
• Troubleshoot production incidents, perform root cause analysis, and implement corrective actions.
• Maintain CloudWatch dashboards and improve monitoring frameworks with vendor partners.

Requirements

• 4+ years of overall IT experience with strong exposure to CCaaS environments.
• Experience with contact center observability, monitoring, and production troubleshooting.
• At least 2 years of hands-on experience with Splunk and CloudWatch.
• Practical AWS experience with Lambda, Amazon Connect, and Application Load Balancers.
• Experience with Python or JavaScript for automation and operational efficiency.
• Strong communication and teamwork skills.

Nice to have

• Experience with NICE CXone, Genesys Cloud, or Genesys Engage.
• Experience with Zabbix and other monitoring or observability tools.

Culture & Benefits

• Full-time employment with a comprehensive compensation and benefits package.
• Health insurance, language courses, and a relocation program.
• Professional development through certifications, mentoring, talent investment, and internal mobility programs.
• Collaboration with global clients in a multicultural environment.
• Regular team-building events and an inclusive workplace.