CCM Lead / Engineer

Job Role – CCM Lead / Engineer

Location – Spokane, WA (Preference is Willing to relocate to Spokane, WA / Okay with remote candidate too)

Contract

Bill Rate - $55/hr

Client – Avista

Must have Skills

Contact Center Management, Root Cause Analysis, Release and deployment, Amazon Connect,

Good To Have Skills : AWS Lambda,

Job Description

• Troubleshoot and resolve Amazon Connect bugs, issues, and incidents reported by business and Contact Center teams.
• Analyze Contact Flows, routing, queues, agent configuration, integrations, and AWS components to identify the root cause of issues.
• Develop and implement engineering fixes, enhancements, and technical solutions to address identified Amazon Connect issues.
• Work with AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB, and EventBridge to diagnose and resolve application and integration issues.
• Perform root cause analysis (RCA) for recurring or complex production issues and recommend permanent corrective actions.
• Work closely with the business, Contact Center teams, and Technicians to understand issues, validate requirements, and coordinate resolution.
• Perform unit testing, integration testing, regression testing, and validation of fixes before production deployment.
• Provide technical guidance and deployment instructions to the Technician team and support them during production implementation.
• Monitor post-deployment behavior, troubleshoot production issues, and provide timely resolution and stabilization support.
• Maintain technical documentation, incident/RCA records, deployment procedures, and knowledge articles for recurring Amazon Connect issues and fixes.