CCaaS Production Support Engineer

Tata Consultancy Services; Minneapolis (MN); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage (Medical, Dental, Vis

Parental Leaves

401K Plan

Training Reimbursement

Job summary

Tata Consultancy Services seeks a Senior CCaaS Production Support Engineer to ensure the stability, availability, and operational health of Amazon Connect environments and related integrations, including contact flows, routing, and omnichannel interactions.

You will troubleshoot production issues across AWS services (CloudWatch, CTRs, logs), coordinate with AWS Support, telecom carriers, and third‑party vendors, and provide on‑call incident management for 24x7 production environments.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Hands-on experience supporting Amazon Connect in enterprise environments.
• Experience with Amazon Connect contact flows, routing, queues, and agent workspaces.
• Experience supporting SIP telephony environments, including trunking and carrier integrations.
• Experience with Pindrop Voice Authentication or similar security solutions.

Responsibilities

• Serve as primary production support engineer for Amazon Connect services.
• Triage incidents and coordinate with AWS Support, telecom carriers, and vendors.
• Monitor CTRs, CloudWatch logs, call recordings, and telephony events to identify issues.
• Validate deployments and configuration changes within Amazon Connect and AWS services.

Skills

Amazon Connect production support

SIP telephony

On-call / 24x7 support

Incident management

Lambdas / AWS services

Education

Bachelor's degree

Tools

CloudWatch

Splunk

Datadog

Grafana

Job description

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 platform operations 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.

Vendor & Integration Support: 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.

Required Qualifications

Mandatory Skills

• 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 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

TCS Employee Benefits Summary

• 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 & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE