Senior Platform Engineer, AWS, Call Center
Job Description:
- Own technical support and operational readiness for the contact center technology stack, including Amazon Connect, Kustomer, and any related AWS services, integrations, or tooling used by the contact center.
- Serve as the primary technical owner for contact center platform reliability, supportability, observability, and incident response.
- Configure, maintain, and troubleshoot Amazon Connect components, including contact flows, routing profiles, queues, hours of operation, prompts, numbers, agent experience, and related platform settings.
- Configure, maintain, and troubleshoot Kustomer, including users, teams, queues, routing rules, workflows, business rules, integrations, reporting, and the agent experience.
- Partner with Customer Service and eCommerce leadership to support business requirements for call routing, IVR behavior, agent workflows, reporting needs, and operational changes.
- Support integrations across the contact center stack, including Amazon Connect, Kustomer, order management, customer data, analytics, workforce management, identity, telephony, and reporting platforms.
- Establish and maintain platform monitoring, alerting, dashboards, logs, runbooks, escalation procedures, and operational documentation.
- Own production support processes, including issue triage, root cause analysis, post-incident reviews, change control, and release coordination.
- Partner with Security and Infrastructure teams to ensure appropriate access controls, IAM policies, encryption, audit logging, compliance posture, and data handling practices.
- Work with AWS, implementation partners, and internal teams to resolve platform issues and manage vendor escalations.
- Support disaster recovery, business continuity, failover planning, and platform resiliency testing for contact center operations.
- Drive automation and infrastructure-as-code practices where appropriate for repeatable configuration, deployment, and environment management.
- Translate technical platform limitations, risks, and support needs into clear communication for business and technology stakeholders.
- Stay current with Amazon Connect, Kustomer, AWS contact center services, AI/automation capabilities, and cloud contact center best practices.
Requirements:
- Bachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred; equivalent experience accepted.
- 6+ years of progressive technology experience, with at least 3+ years supporting cloud, telecom, SaaS, contact center, or production platform environments.
- Hands-on experience with Amazon Connect and Kustomer (or comparable cloud CRM and contact center platforms) strongly preferred.
- Experience with AWS services commonly used with Amazon Connect, such as Lambda, CloudWatch, IAM, S3, Kinesis, DynamoDB, API Gateway, EventBridge, Lex, Polly, Transcribe, or similar services.
- Experience supporting contact center platforms such as Amazon Connect, Genesys, Five9, NICE CXone, Talkdesk, or similar cloud contact center systems.
- Experience with production support, incident management, monitoring, alerting, and root cause analysis.
- Experience with integrations between contact center platforms and CRM, OMS, ERP, identity, analytics, or customer data systems.
- Familiarity with infrastructure-as-code and DevOps practices, including Terraform, CloudFormation, CI/CD pipelines, Git-based workflows, and change management.
- Experience in e-commerce, retail, customer service, or high-volume support environments preferred.
Benefits:
- medical, dental, and vision coverage
- company-paid life insurance and disability
- 401(k) with company match (eligible the first of the month after you start)
- wellbeing days and parental leave
- educational reimbursement
- referral bonuses
- employee discounts on RealTruck products