Sr. Platform Engineer (AWS/Call Center)

POSITION SUMMARY

The Sr. Contact Center Platform Engineer is an individual contributor role responsible for the technical ownership, support, reliability, and continuous improvement of RealTruck's cloud-based contact center stack, including Amazon Connect, Kustomer, and the broader set of tools, integrations, and AWS services that support contact center operations.

This role will partner closely with Customer Service, eCommerce, Technology, Security, Infrastructure, and vendor teams to ensure the platform is production-ready, supportable, observable, and aligned with business needs. The role will own day-to-day technical operations, incident response, platform configuration, release/change management, integrations, monitoring, and support documentation for the contact center environment.

This position is intended to provide the operational confidence required to support a business-critical contact center platform after implementation, including clear escalation paths, support coverage, platform health monitoring, and ongoing technical stewardship.

CORE FUNCTIONS

• 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.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• 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 cus