Team Geek Solutions logo

Amazon Connect MSP Engineer

0 years

2 - 14 Lacs

india

Posted:6 days ago| Platform: Linkedin logo

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Skills Required

connect compliance efficiency support monitoring management security aws audits optimization analyze tuning routing reporting collaboration design restore salesforce zendesk devops automation code documentation training architecture python node.js crm analytics communication certifications

Work Mode

On-site

Job Type

Full Time

Job Description

About Company

Team Geek Solutions is empowing its own growth by enhancing its product and high performance delivery
Role Purpose
This role is responsible for delivering, operating, and optimizing scalable and secureAmazon Connect-based contact center solutions, ensuring high availability,performance, compliance, and cost efficiency for enterprise customers.Key ResponsibilitiesMonitoring & Support
  • Provide 24/7 proactive monitoring, incident management, and troubleshooting.
  • Ensure strict adherence to defined SLAs and operational KPIs.
Security & Compliance
  • Implement AWS security best practices across contact center environments.
  • Perform and support regular security audits and compliance requirements (HIPAA,
GDPR, SOC 2).
Performance & Cost Optimization
  • Analyze system performance, usage trends, and call metrics.
  • Recommend and implement performance tuning and cost optimization strategies.
  • Leverage the latest AWS and Amazon Connect features for continuous
improvement.
Configuration & Change Management
  • Manage and update contact flows, routing profiles, queues, and dashboards.
  • Deliver actionable insights using reporting and analytics.
Stakeholder Collaboration
  • Collaborate with internal IT teams, business stakeholders, and third-party vendors.
  • Gather requirements and align technical solutions with business objectives.

Additional Technical Responsibilities

Solution Design & Implementation
  • Design, implement, optimize, and restore Amazon Connect-based cloud contact
center solutions.
AWS & Third-Party Integrations
  • Integrate Amazon Connect with AWS services including Lambda, Lex, Kinesis, S3,
DynamoDB.
  • Integrate with third-party platforms such as Salesforce, Zendesk, and
ServiceNow.
Automation & DevOps
  • Implement automation using DevOps best practices.
  • Manage Infrastructure as Code (IaC) using CloudFormation or Terraform.
Documentation & Training
  • Maintain technical documentation, architecture diagrams, and operational
runbooks.
  • Conduct training sessions for end users and support teams.

Essential Skills & Qualifications

  • Strong hands-on experience with Amazon Connect and core AWS services (EC2,
S3, Lambda, Lex, Kinesis).
  • Experience with IVR, call routing, workforce management (WFM), and quality
management.
  • Proficiency in Python, Node.js, or JavaScript.
  • Solid understanding of CI/CD pipelines, DevOps practices, and IaC tools.
  • Proven experience integrating Amazon Connect with CRM platforms (Salesforce,
Zendesk, ServiceNow).
  • Familiarity with real-time analytics, monitoring, and alerting tools.
  • Strong communication, analytical, and problem-solving skills.
  • AWS Certifications are highly preferred.
Skills: management,aws,amazon

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