Job Description

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 customer data systems.
• Familiarity with infrastructure-as-code and DevOps practices, including Terraform, CloudFormation, CI/CD pipelines, Git-based workflows, and change management.
• Experience in e-commerce, retail, customer service, or high-volume support environments preferred.

Required Licenses

• N/A

Preferred Certifications

• AWS Certified Solutions Architect, AWS Certified SysOps Administrator, AWS Certified Developer, or Amazon Connect specialty experience preferred but not required.

Skills, Abilities, and Knowledge

• Strong technical troubleshooting skills across cloud services, APIs, logs, networking, permissions, and distributed systems.
• Strong understanding of contact center concepts, including IVR, call routing, queues, agent states, call recording, reporting, workforce operations, and service-level performance.
• Ability to own a production platform with high availability expectations and business-critical operational impact.
• Excellent documentation skills, including runbooks, support procedures, technical diagrams, and operational handoff materials.
• Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Practical understanding of cloud security, IAM, audit logging, encryption, and data privacy considerations.
• Ability to work cross-functionally with Customer Service, eCommerce, Product, Engineering, Security, Infrastructure, and external vendors.
• Strong bias for operational discipline, measurable reliability, and continuous improvement.
• Ability to balance urgent production support needs with longer-term platform improvements.

Travel

• Minimal travel may be required; 5% or less.

COMPETENCIES

• Adaptability Adapts to changing business needs, platform requirements, and production support priorities.
• Analytical Synthesizes technical signals across logs, metrics, user reports, vendor feedback, and system behavior to identify root cause.
• Cost Consciousness Supports cost-effective use of AWS and contact center services while maintaining reliability and performance.
• Problem Solving Identifies and resolves platform issues in a timely manner and develops durable solutions to prevent recurrence.
• Quality Management Maintains high standards for reliability, documentation, monitoring, and operational readiness.
• Technical Skills Continuously builds knowledge of AWS, Amazon Connect, contact center technology, and cloud operations best practices.
• Verbal Communication Communicates clearly with business stakeholders, engineers, vendors, and leadership during planning, escalations, and incident response.

SUPERVISOR RESPONSIBILITIES

• This is an individual contributor role and does not have direct reports.

PHYSICAL REQUIREMENTS

• This position is subject to exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects.

Physical Activities

• This position is subject to the following physical activities: talking, hearing, and the use of fingers to pick, pinch, or type.

Visual Acuity

• The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, reading technical documentation, and inspecting system configurations.

Working Conditions

• This position operates in a professional office or remote work environment. This role routinely uses standard office equipment.

Perks That Go the Extra Mile :
At RealTruck, we take care of our people—because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We’ve got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers.

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.