About this role
Duration: 1 year Working Hours: 8.30am - 6pm, Monday - Fridays. Standby and shift work may be required Location: Central, roaming required Responsibilities: AWS Connect & Service Desk Reliability • Design, deploy, and maintain the AWS Connect environment, including Contact Flows, Lambda integrations, Lex Bots, and telephony configurations using Infrastructure as Code (Terraform/CloudFormation). • Ensure high availability and reliability of voice and chat channels with optimal latency and audio quality. • Manage and support integrations between AWS Connect and ITSM platforms such as ServiceNow, Jira Service Management, or Salesforce. • Monitor and scale telephony quotas, concurrent tasks, and backend infrastructure to support peak operational demand. Cloud Infrastructure & Security • Manage and support core AWS infrastructure services including EC2, ECS/EKS, S3, Lambda, DynamoDB, and VPC networking. • Implement security best practices including IAM least-privilege access, encryption (KMS), and compliance standards such as SOC2, HIPAA, or PCI-DSS where applicable. • Monitor cloud usage and optimize infrastructure costs through FinOps best practices. DevOps & CI/CD Engineering• Build, maintain, and optimize CI/CD pipelines using GitLab CI, GitHub Actions, Jenkins, or AWS CodePipeline. • Implement automated testing for contact flows, APIs, and infrastructure deployments. • Standardize deployment processes to maintain consistency across Sandbox, Staging, and Production environments. Observability & Incident Management• Develop monitoring dashboards and alerts using CloudWatch, X-Ray, Grafana, Datadog, Splunk, or similar tools. • Lead incident troubleshooting and root cause analysis for critical production issues. • Define and manage Service Level Objectives (SLOs) and Error Budgets to improve platform reliability and performance. Requirements• Minimum Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field. • Minimum 5 years of experience in an SRE, DevOps, or Cloud Engineering role. • AWS Expertise: Deep knowledge of AWS Connect (Contact Flows, CTRs, CCP customization) and general AWS services (Lambda, DynamoDB, S3, IAM) • Infrastructure as Code (IaC): Proficient in Terraform (preferred), CloudFormation, or AWS CDK. • CI/CD Tools: Experience building pipelines in GitLab, GitHub Actions, or AWS CodePipeline. • Programming: Strong scripting skills in Python or Node.js (specifically for AWS Lambda development). • Observability: Hands-on experience with AWS CloudWatch, Kinesis (for stream analysis), and logging stacks (ELK or Splunk). • Minimum 2 years of hands-on experience with Amazon Connect or similar CCaaS platforms. • Experience supporting high-volume Service Desk or Contact Center environments is preferred. • AWS certifications such as AWS Certified DevOps Engineer – Professional or AWS Certified SysOps Administrator are advantageous. Interested candidate please click "APPLY" to begin your job search journey. By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Tech Services Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persoloutsourcing.com/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy. PERSOL Tech Services Pte Ltd UEN No. 202233837K
Also in Software Engineering