[Hiring] Senior CCaaS Support Engineer @DMS Vision

Role 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.

Platform Operations

• 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.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years of hands-on Amazon Connect production support experience in enterprise contact center environments.
• Strong experience supporting Amazon Connect contact flows, routing profiles, queues, agent workspaces, and production operations.
• 3+ years of experience supporting SIP telephony environments, 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.

Preferred Qualifications

• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or custom enterprise applications.
• Experience supporting Genesys Cloud, NICE CXOne, Cisco Contact Center, or Avaya platforms.
• Experience working with healthcare or financial services contact center environments.
• Experience with Contact Lens analytics, Amazon Q, conversational AI, and chatbot integrations.