Senior CCaaS Production Engineer - Amazon Connect & SIP
Tata Consultancy Services Limited
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Benefits offered by this job
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
Education
Tools
Job description
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.
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