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Production Support Engineer (AWS)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Mexico

Offer summary

Qualifications:

Strong AWS knowledge, Experience with CCaaS platforms, Agile methodology familiarity, Troubleshooting and monitoring skills.

Key responsabilities:

  • Implement and maintain contact flow solutions
  • Provide 24/7 global system support
  • Lead root cause analysis investigations
  • Update knowledge base articles
NTD Software logo
NTD Software Startup https://ntdsoftware.com/
11 - 50 Employees
About NTD Software
NTD Software is a Mexican company located in Guadalajara, Jalisco, known as "the silicon valley of Mexico." We help both startups and big companies by finding the right people to join their team and creating digital solutions using the latest or well-established programming languages and tools. Our expertise is in building software from the ground up and expanding our clients' existing teams, allowing us to work with businesses globally.
See more NTD Software offers

Job description

We are seeking a highly skilled and motivated Systems Engineer to join our team, specializing in Amazon Connect. As a Systems Engineer, you will play a critical role in the implementation, design, and support of our Contact Center as a Service (CCaaS) platform. You will collaborate closely with senior engineers to implement and maintain robust contact flow routing solutions, ensuring optimal performance and reliability. This role requires a strong background in AWS technologies, Agile methodologies, and production support. If you are passionate about cutting-edge contact center technologies and have a keen eye for continuous process improvement, we encourage you to apply.

Key Responsibilities
  • 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.

    • Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.
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