CCM Lead/ Engineer

Must have Skills: Contact Center Management, Root Cause Analysis, Release and deployment, Amazon Connect, Good To Have Skills: AWS Lambda, Job Description: Troubleshoot and resolve Amazon Connect bugs, issues, and incidents reported by business and Contact Center teams. Analyze Contact Flows, routing, queues, agent configuration, integrations, and AWS components to identify the root cause of issues. Develop and implement engineering fixes, enhancements, and technical solutions to address identified Amazon Connect issues. Work with AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB, and EventBridge to diagnose and resolve application and integration issues. Perform root cause analysis (RCA) for recurring or complex production issues and recommend permanent corrective actions. Work closely with the business, Contact Center teams, and Technicians to understand issues, validate requirements, and coordinate resolution. Perform unit testing, integration testing, regression testing, and validation of fixes before production deployment. Provide technical guidance and deployment instructions to the Technician team and support them during production implementation. Monitor post-deployment behavior, troubleshoot production issues, and provide timely resolution and stabilization support. Maintain technical documentation, incident/RCA records, deployment procedures, and knowledge articles for recurring Amazon Connect issues and fixes.