Production Support Engineer (AWS)

June 28

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NTD Software

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Software Development and Nearshore Staff Augmentation

Software Development • MVP • Technical Debts • Staff Augmentation • Code Delivery

11 - 50

Description

• Follow guidance from senior staff on design patterns and reference design documentation as part of implementation and production support. • Outline support and sustainment models for services being implemented. • Provide implementation guidance with a focus on operational sustainability. • Influence peers and other System Administrators without formal authority. • Adapt to changing requirements from Senior Engineers, ensuring alignment with standard design and implementation patterns. • Provide 24/7 global support of critical contact center systems in a rotating on-call environment. • Focus primarily on system support, handling trouble tickets, and escalating as needed to teammates based on priority and expertise. • Serve as an escalation point for incident resolution, leveraging pre-defined work instructions. • Lead root cause analysis investigations for incidents. • Fulfill service requests and automate them through scripting to support team requirements. • Engage with vendors on incidents within the area of responsibility. • Update the knowledge base and support Wiki/Confluence articles based on the identification of new processes, with senior staff review. • Conduct troubleshooting, audits, and system health checks via custom scripts or performance monitoring software. • Assist in crafting user guides/job aides and facilitate training for other team members. • Assist in executing updates of contact flows, Lex, and other CCaaS dependencies. • Receive direction from Senior Engineers on urgent bug fixes or critical updates and assist in their coordination and implementation. • Help gather metrics for reporting with guidance from management and senior staff. • Assist in identifying and prioritizing remediation efforts for recurring issues.

Requirements

• Strong working knowledge of AWS, including AWS console, Amazon Connect, Lex, Lambda, DynamoDB, CloudFront, Cognito, CloudWatch, etc. • Experience with implementation and design of a CCaaS platform like Genesys, Avaya, Amazon Connect. • Familiarity with Agile methodology and scrum practices, including writing user stories, prioritization, refinement, and other ceremonies. • Experience with issues and project tools such as JIRA and Confluence. • Ability to monitor and test application performance, identify potential bottlenecks, and work with developers to implement fixes. • Understanding of security, backup, and redundancy strategies. • Experience in production support, including tier 1 and tier 2 management and monitoring of installed systems and infrastructure. • Troubleshooting experience to find root cause of issues and suggest solutions. • Experience being on an on-call rotation utilizing tools such as PagerDuty. • Understanding of underlying infrastructure components relative to CCaaS performance and logical contact flow design. • Familiarity with dependencies on contact flows such as Lambda, Lex, and other downstream services. • Ability to stay current on new core and app infrastructure technologies that impact contact flow design. • Willingness to stay current on new CCaaS releases and understand how they could impact or benefit the user and/or application.