Job Description

We are seeking an AWS Observability Analyst (Technical Writing) to support a global initiative to enhance the operational excellence of an Amazon Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation, playbooks, and process flows that empower the support team to resolve issues efficiently and ensure consistent service delivery.

Responsibilities :

• Develop visual process flows for Amazon Connect CCaaS support and operations.
• Create standardized troubleshooting playbooks for the CCaaS support team.
• Build how-to guides and knowledge documents for helpdesk and internal teams.
• Document alert resolution steps to streamline issue remediation.
• Analyze ServiceNow incidents, RCAs, and historical events to extract and formalize knowledge objects for documentation.
• Work closely with operations support team members to execute mock troubleshooting sessions.
• Enhance and organize existing documents, knowledge articles, and playbooks to align with agreed standards and formats.

Qualifications

• 4+ years of experience in AWS/Cloud contact center (CcaaS) support and operations, especially Amazon Connect.
• Hands-on with CloudWatch, or Lambda, DynamoDB, S3, or observability tools (Datadog, Kibana, Sumo Logic, OpenSearch).
• Strong troubleshooting skills for contact flows, routing profiles, agent states, and AWS integrations.
• Ability to create technical playbooks, runbooks, and knowledge base articles for support teams.
• Experience with documentation and collaboration tools (MS Word, Confluence, SharePoint, Visio/Draw.io).
• Strong analytical skills to interpret metrics/logs and drive actionable improvements.

Nice to have:

• Experience using MKDocs.

We offer:

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.