Platform Engineer

Platform Support EngineerLocation: Naperville, ILKey ResponsibilitiesAmazon Connect Operations & TroubleshootingInvestigate and resolve issues with Amazon Connect flows and call handling.Debug call-related problems and ensure smooth customer experiences.Collaborate with support teams to triage and resolve platform issues.Monitoring & ObservabilityImplement monitoring and alerting for Amazon Connect using tools such as Datadog, CloudWatch, and Operata.Build and maintain dashboards to track system health and call flow performance.Ensure proactive incident detection and response through observability best practices.Infrastructure & AutomationDeploy and manage Amazon Connect and related AWS infrastructure using Terraform and other IaC frameworks.Optimize infrastructure deployments and ensure consistent Infrastructure-as-Code practices.Work with GitHub and Azure DevOps for version control, CI/CD pipelines, and release management.Continuously improve automation workflows for reliability and scalability.Optimization & Continuous ImprovementAnalyze call flows, system performance, and integrations for improvements.Provide recommendations on best practices for AWS deployments and infrastructure efficiency.Collaborate with Salesforce/CRM engineering teams to ensure seamless integration and data flow.