Ccaas Production Support Engineer
Tata Consultancy Services
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Job summary
Tata Consultancy Services Limited in Minneapolis, MN seeks a Senior CCaaS Production Support Engineer to ensure stability of Amazon Connect environments and related integrations. You will troubleshoot telephony, VPN, and AWS service issues, monitor CTRs and logs, and coordinate with AWS and vendors to restore services.
The role emphasizes hands-on production support, on-call responsibilities in a 24x7 environment, and collaboration with vendor teams to maintain reliable customer experiences.
Qualifications
- Bachelor's degree or equivalent practical experience.
- Hands-on experience supporting Amazon Connect in enterprise contact center production environments.
- Strong experience supporting Amazon Connect contact flows, routing profiles, queues, agent workspaces, and production operations.
- Demonstrated experience supporting SIP telephony environments, including SIP trunking, voice routing, carrier integrations, and contact center telephony services.
Responsibilities
- Serve as the primary production support engineer for Amazon Connect services, including contact flows and omnichannel interactions.
- Troubleshoot issues involving Amazon Connect, Lambda integrations, APIs, and AWS services.
- Monitor CTRs, CloudWatch logs, call recordings, and routing behavior to identify production issues.
- Support SIP trunk integrations, call routing, carrier connectivity, and telephony troubleshooting.
- Coordinate escalations with AWS, telecom carriers, and Pindrop vendors to restore services.
Skills
Education
Tools
Job description
The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of Amazon Connect-based enterprise contact center environments and associated integrations. This role requires deep hands‑on experience supporting Amazon Connect production platforms, SIP telephony services, voice routing, and integrated solutions such as Pindrop Voice Authentication/Fraud Detection. The engineer will serve as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities to maintain highly reliable customer and agent experiences across the contact center ecosystem. Experience with Genesys Cloud, NICE CXOne, and other CCaaS platforms is preferred; however, strong Amazon Connect production support experience is required.
- Serve as the primary production support engineer for Amazon Connect services, including contact flows, routing profiles, queues, agent workspaces, and omnichannel customer interactions.
- Troubleshoot issues involving Amazon Connect, Contact Lens, Amazon Lex, Lambda integrations, APIs, and AWS services supporting customer engagement.
- Monitor and analyze Contact Trace Records (CTRs), CloudWatch logs, call recordings, telephony events, and routing behavior to identify and resolve production issues.
- Support SIP trunk integrations, call routing, carrier connectivity, DID provisioning, failover mechanisms, and telephony troubleshooting activities.
- Validate production deployments, configuration changes, and release implementations within Amazon Connect and associated AWS services.
- Monitor platform performance using CloudWatch, Splunk, Dynatrace, Datadog, Grafana, and similar observability platforms.
- Act as the primary operational liaison for AWS Support, Amazon Connect Support, telecom carriers, Pindrop Support, and third‑party CCaaS vendors.
- Troubleshoot integrations involving Amazon Connect, SIP providers, voice gateways, session border controllers (SBCs), CRM platforms, authentication services, APIs, and external business applications.
- Support and troubleshoot Pindrop Voice Authentication and Fraud Detection integrations, including call authentication workflows, voice‑print validation issues, customer enrollment challenges, and production incidents impacting authentication services.
- Coordinate escalations with AWS, telecom carriers, and Pindrop vendors to drive timely restoration of services.
- Ensure vendor issues are tracked, documented, and resolved within established SLAs.
- Bachelor's degree or equivalent practical experience.
- Demonstrated hands‑on experience supporting Amazon Connect in enterprise contact center production environments.
- Strong experience supporting Amazon Connect contact flows, routing profiles, queues, agent workspaces, and production operations.
- Demonstrated experience supporting SIP telephony environments, including SIP trunking, voice routing, carrier integrations, and contact center telephony services.
- Hands‑on experience supporting Pindrop Voice Authentication, Voice Security, Fraud Detection, or similar voice biometric solutions in production environments.
- Strong experience troubleshooting production incidents involving:
- Amazon Connect
- AWS Lambda
- CloudWatch
- Contact Lens
- Amazon Lex
- SIP Trunks
- Telephony Routing
- Pindrop Integrations
- Experience analyzing:
- Contact Trace Records (CTR)
- CloudWatch Logs
- SIP Call Flows
- Call Detail Records (CDRs)
- Telephony and Carrier Logs
- Strong understanding of:
- SIP Protocol
- VoIP Technologies
- Telephony Infrastructure
- Contact Center Routing
- IVR Design and Troubleshooting
- Omnichannel Contact Center Operations
- Experience working with monitoring tools such as Splunk, CloudWatch, Dynatrace, Datadog, Grafana, or equivalent.
- Experience supporting 24x7 production environments with on‑call responsibilities.
- Strong incident management, stakeholder communication, and root cause analysis skills.
Salary Range: $110,000-$120,000 a year
- Discretionary Annual Incentive.
- Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
- Family Support: Maternal & Parental Leaves.
- Insurance Options: Auto & Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Training Reimbursement.
- Time Off: Vacation, Time Off, Sick Leave & Holidays.
- Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
#LI-SP1
Minneapolis, MN
TECHNOLOGY
Engineer
434312
AWS | API(Application programming interface)
$110,000 - $120,000
BACHELOR OF COMPUTER SCIENCE
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