Technical Engineer (Amazon Connect and CloudWatch)

Requirements

• 5+ years of experience in software development or cloud/DevOps engineering.

• Strong knowledge of Node.js (v18+), Python, JavaScript.

• Advanced AWS experience, including IAM, VPC, networking basics.

• Hands-on experience with Amazon Connect (contact flow design, telephony/VoIP, integrations).

• Proven experience with CloudWatch Logs Insights (queries, dashboards, alarms).

• Familiarity with incident/problem management, observability, and automation scripting.

• Experience with Terraform/CloudFormation for monitoring infrastructure.

• Advanced spoken and written English.

Responsibilities

• Amazon Connect & Telephony

  • Design, build, and optimize contact flows (IVR, call routing, queue management) using Amazon Connect Flow Designer.

  • Configure telephony/VoIP integrations, including SIP, routing, and call handling.

  • Integrate Amazon Connect with CRMs, ticketing systems, or custom applications via APIs/SDKs.

  • Customize agent dashboards/CCP using JavaScript/React.

• Cloud Monitoring & Observability

  • Develop and maintain CloudWatch dashboards, metrics, alarms, and X-Ray traces.

  • Write and optimize CloudWatch Logs Insights queries to analyze and troubleshoot logs.

  • Automate log ingestion, analysis, and reporting using Python, Bash, or PowerShell.

  • Implement monitoring infrastructure as code using Terraform or CloudFormation.

  • Troubleshoot and resolve incidents by correlating logs, alarms, and metrics.

• Analytics & Reporting

  • Build real-time dashboards using Amazon Connect metrics.

  • Export data for BI tools to improve decision-making and performance insights.