AWS Connect Support Engineer

The HR Ally; Melbourne; On-site; AUD 100,000 - 140,000; Full time

Job summary

The HR Ally in Melbourne is seeking an experienced AWS Connect Support Engineer to provide support, administration, and operational maintenance for AWS Connect and related contact centre services. The role emphasizes monitoring platform performance, troubleshooting production issues, supporting releases, and ensuring platform stability.

You will collaborate with business and technical teams to maintain platform reliability and deliver high-quality customer experiences.

Qualifications

• 3+ years of experience in AWS Connect administration and support.
• Experience with contact centre services and production support.
• Familiarity with AWS services (Lambda, CloudWatch, IAM, API Gateway) and CRM integrations.

Responsibilities

• Provide day-to-day support for AWS Connect and contact centre services.
• Monitor platform health, performance, and availability.
• Investigate and resolve production incidents and perform root cause analysis.
• Support deployments, configuration changes, and production releases.
• Manage AWS Connect configurations including contact flows, queues, routing profiles, and user administration.
• Support integrations with CRM systems, APIs, and AWS services.
• Collaborate with business and technical teams to maintain platform stability.

Skills

AWS Connect

Amazon Connect

Contact Flows

Routing Profiles

AWS Lambda

CloudWatch

API Gateway

CRM Integration

REST APIs

Production Support

Incident Management

Root Cause Analysis

Job description

We are seeking an AWS Connect Support Engineer to provide support, administration, and operational maintenance for AWS Connect and related contact centre services. The role involves monitoring platform performance, troubleshooting production issues, supporting releases, and ensuring platform stability.

Key Skills: AWS Connect, Amazon Connect, Contact Flows, Routing Profiles, AWS Lambda, CloudWatch, API Gateway, CRM Integration, REST APIs, Production Support, Incident Management, Root Cause Analysis.

Experience: 3+ Years

Role Overview

We are seeking an AWS Connect Support Engineer to provide support, administration, and operational maintenance for AWS Connect and related contact centre services. The role involves monitoring platform performance, troubleshooting production issues, supporting releases, and ensuring platform stability.

Key Skills: AWS Connect, Amazon Connect, Contact Flows, Routing Profiles, AWS Lambda, CloudWatch, API Gateway, CRM Integration, REST APIs, Production Support, Incident Management, Root Cause Analysis.

Key Responsibilities

• Provide day-to-day support for AWS Connect and contact centre services.
• Monitor platform health, performance, and availability.
• Investigate and resolve production incidents and perform root cause analysis.
• Support deployments, configuration changes, and production releases.
• Manage AWS Connect configurations including contact flows, queues, routing profiles, and user administration.
• Support integrations with CRM systems, APIs, and AWS services.
• Collaborate with business and technical teams to maintain platform stability.

Required Skills

• Hands-on experience with AWS Connect administration and support.
• Strong troubleshooting and production support experience.
• Knowledge of AWS services such as Lambda, CloudWatch, IAM, and API Gateway.
• Experience with CRM integrations and REST APIs.
• Understanding of contact centre operations and customer service platforms.
• Excellent communication and stakeholder management skills.

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