The Contact Center Lead is a position that supports the Contact Center customers for multiple technologies (AWS Cloud, Amazon Connect, InstaCC Cloud, SMS/MMX, WhatsApp, Voice Telephony ). The primary activities are handling day to day operation cases, incident Management, Problem management, CFT / OEM Interlock, Repeat issues and support L3 escalation from internal Team, Own customer change requests, changes, scripting, patching and work on internal development projects.

Respond and resolve client s requests within SLAs (Service Level Agreements)
Perform daily preventative maintenance checks and services on Cloud contact Center infrastructure
Help identify recurring system performance issues
Provide performance reporting on managed service devices
Work directly with other OEM and Engineering resources for issue resolution
Maintain detailed notes within ticketing systems on all issue resolution activities
Maintain customer technical information within defined documentation standards
Develop and maintain installation and configuration procedures
Obtain/maintain technical/professional certifications applicable to position or as directed
Manage and maintain monitoring and alerting systems
Dockerized applications and managed production deployments via Jenkins CI/CD pipelines.
Automated backups of various Database services and implemented data recovery processes.

Education Qualifications:
Bachelor s technical degree (BE/B.TECH) in Computer Science & Engineering or equivalent degree.

Minimum Exp:

* 3+ works experience in AWS cloud Environment
* 5+ Years development experience.
* Sound knowledge on REST/SOAP API integration with multiple technologies like - Amazon connect CRM/CTI, SMS, VOICE, MMX, CHAT, Payment Gateway.