Senior Amazon Connect CCaaS Production Engineer

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

Benefits offered by this job

Comprehensive Medical Coverage

401K Plan

Training Reimbursement

Paid Time Off

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

Amazon Connect

SIP Telephony

Pindrop Voice Auth

On-call support

Incident management

CloudWatch

Splunk

Dynatrace

Datadog

Grafana

Education

Bachelor's degree or equivalent

Tools

Splunk

CloudWatch

Dynatrace

Datadog

Grafana

Job description

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.