Platform Engineer

InterSources Inc

Naperville, IL

Platform Support Engineer

Location: Naperville, IL

Key Responsibilities

Amazon Connect Operations & Troubleshooting
- Investigate and resolve issues with Amazon Connect flows and call handling.
- Debug call-related problems and ensure smooth customer experiences.
- Collaborate with support teams to triage and resolve platform issues.
Monitoring & Observability
- Implement monitoring and alerting for Amazon Connect using tools such as Datadog, CloudWatch, and Operata.
- Build and maintain dashboards to track system health and call flow performance.
- Ensure proactive incident detection and response through observability best practices.
Infrastructure & Automation
- Deploy and manage Amazon Connect and related AWS infrastructure using Terraform and other IaC frameworks.
- Optimize infrastructure deployments and ensure consistent Infrastructure-as-Code practices.
- Work with GitHub and Azure DevOps for version control, CI/CD pipelines, and release management.
- Continuously improve automation workflows for reliability and scalability.
Optimization & Continuous Improvement
- Analyze call flows, system performance, and integrations for improvements.
- Provide recommendations on best practices for AWS deployments and infrastructure efficiency.
- Collaborate with Salesforce/CRM engineering teams to ensure seamless integration and data flow.

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Vacancy posted 2 days ago

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