CCaaS Production Support Engineer

Role: Engineer

Required Skills: AWS | API(Application programming interface)

Qualification: BACHELOR OF COMPUTER SCIENCE

Experience: 6 - 12 Years

Function: TECHNOLOGY

Apply By: 2026-11-27

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. This 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. Experience with Genesys Cloud, NICE

CXOne, and other CCaaS platforms is preferred; however, strong Amazon Connect

production support experience is required

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 issues involving 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 activities.

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 Qualifications

Mandatory Skills

Bachelor's degree or equivalent practical experience.

Demonstrated hands-on experience supporting Amazon Connect in enterprise contact

center production environments.

Strong experience supporting Amazon Connect contact flows, routing profiles,

queues, agent workspaces, and production operations.

Demonstrated experience supporting SIP telephony environments, including SIP

< div>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 experience troubleshooting production incidents involving:

o Amazon Connect

o AWS Lambda

o CloudWatch

o Contact Lens

o Amazon Lex

o SIP Trunks

o Telephony Routing

o Pindrop Integrations

Experience analyzing:

o Contact Trace Records (CTR)

o CloudWatch Logs

o SIP Call Flows

o Call Detail Records (CDRs)

o Telephony and Carrier Logs

Strong understanding of:

o SIP Protocol

o VoIP Technologies

o Telephony Infrastructure

o Contact Center Routing

o IVR Design and Troubleshooting

o Omnichannel Contact Center Operations

Experience working with monitoring tools such as Splunk, CloudWatch, Dynatrace,

Datadog, Grafana, or equivalent.

Experience supporting 24x7 production environments with on-call responsibilities.

Strong incident management, stakeholder communication, and root cause analysis

skills.

Salary Range: $110,000-$120,000 a year

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

#LI-SP1