Senior CCaaS Production Support Engineer

Senior CCaaS Production Support Engineer

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. The 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.

Preferred: Genesys Cloud, NICE CXOne, and other CCaaS platforms. Required: Strong Amazon Connect production support experience.

Roles & Responsibilities

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 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.
• 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 Skills & 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 troubleshooting experience with:
• 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 with Splunk, CloudWatch, Dynatrace, Datadog, Grafana, or equivalent monitoring tools.
• Experience supporting 24x7 production environments with on-call responsibilities .
• Strong incident management, stakeholder communication, and root cause analysis skills.

Preferred Skills

• Amazon Connect
• CCaaS
• Pindrop
• SIP / VoIP
• Genesys Cloud
• NICE CXOne
• Cisco Contact Center
• Avaya
• Salesforce / ServiceNow integrations
• Contact Lens Analytics
• Amazon Q
• Conversational AI
• Chatbot integrations
• CRM and enterprise application integrations
• Healthcare or Financial Services contact center experience

Experience

6–8 Years

Key Search Keywords: Amazon Connect, CCaaS, Pindrop, SIP, VoIP, Contact Center, NICE CXOne, Genesys Cloud, Contact Lens, AWS Lambda, CloudWatch, Telephony, Voice Routing, Production Support.

About the company

Avance Consulting is a global leader in innovative talent solutions for diverse industries. Since 2007, we have been serving nearly a third of Fortune 500 companies and most of the top 100 technology companies worldwide.

Our team of 700+ experts offers Engineering Services, Information Technology, Digital and Executive Search solutions from our offices in North America, UK, Europe and APAC.

We understand the local markets and cultures and tailor our services to meet the needs of our clients. Our clients value our flexibility and agility, which enable us to deliver high-quality results at any scale across the globe.

This allows us to work with numerous industries at varying scale across the globe while ensuring the excellent service standard that our clients have come to expect.

At Avance you can learn new skills and technologies, have more advancement opportunities and career growth, being a part of our productive atmosphere, and a positive reinforcement culture.