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
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.
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:
o Amazon Connect
o AWS Lambda
o CloudWatch
o Contact Lens
o Amazon Lex
o SIP Trunks
o Telephony Routing
o Pindrop Integrations
• Experience analyzing:
o Contact Trace Records (CTR)
o CloudWatch Logs
o SIP Call Flows
o Call Detail Records (CDRs)
o Telephony and Carrier Logs
• Strong understanding of:
o SIP Protocol
o VoIP Technologies
o Telephony Infrastructure
o Contact Center Routing
o IVR Design and Troubleshooting
o 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
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 & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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