Darede

• Monitor and assess the client's cloud consumption, acting in a consultative and proactive role to design potential improvements; • Estimate and implement improvements in the client's environment with a focus on cost reduction; • Provide support and maintenance for environments in major public clouds (AWS, GCP and Azure); • Participate in incident resolution across various levels, with particular involvement in medium-complexity incidents; • Work proactively to optimize performance, capacity, and the utilization of infrastructure resources; • Provide occasional technical support to the team;

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• Implement and refine Contact Flows in Amazon Connect, including call handling flows, routing, transfer/overflow and exception handling. • Develop and configure integrations with internal and external systems using APIs, AWS Lambda and other AWS services. • Support the end-to-end journey design, ensuring consistency between business flows and the technical logic of the solution. • Perform configuration tests, integration tests and support user acceptance testing (UAT) to ensure the quality of deliveries. • Resolve incidents, adjust configurations and support stabilization of flows after validations. • Document business rules, technical mappings, integrations and test evidence. • Collaborate with senior specialists, requirements analysts and business areas to evolve flows according to project prioritization. • Support environment setup, versioning and releases of deliveries.

• Implement infrastructure deployments using Terraform. • Convert manual deployment processes into automated pipelines. • Optimize and support existing pipelines. • Migrate pipelines between environments or systems. • Implement solutions using Docker, Kubernetes, APIs, and Event-Driven Architecture (EDA). • Create design artifacts and documentation for proposed and/or implemented solutions. • Develop scripts using Bash and/or Python (Python preferred). • Participate in change management, deployment, and release processes. • Ensure availability, performance, security, and resilience of environments. • Participate in change management requests (GMUDs) and critical production changes, including performing work outside business hours when previously coordinated with the involved teams.

• Support and operation of AWS cloud environments • Ensure service stability and availability • Perform operational tasks • Perform troubleshooting in AWS environments • Communicate with clients via the ITSM tool Jira • Maintain good communication with clients and the team

• Support and operation of AWS environments (MSP – 24x7). • Administration and troubleshooting of Kubernetes clusters (EKS). • Handling critical incidents and complex problems (P1/P2). • Execution and planning of complex changes (GMUD). • Automation of routine tasks (Infrastructure as Code / scripts). • Infrastructure automation using Terraform. • Operation and improvement of CI/CD pipelines. • Support for DevOps practices (deployment, versioning, automation). • Monitoring and continuous improvement (performance, cost, and availability). • Technical support for the team (junior/mid-level). • Technical client-facing interactions. • Creation and conduction of RCA – Root Cause Analysis. • Preparation of postmortems for critical incidents (P1 and P2). • Creation of procedures for Tier 1 (N1). • Development of definitive action plans and measures to prevent recurrence. • Application of AWS best practices, including security governance (IAM access management, encryption, and network hardening).

• Handle and triage tickets via ITSM. • Ensure adherence to the first-response SLA. • Provide support to customers via telephone, ITSM, and email. • Monitor customers' environments at the AWS level. • Document events and incidents within tickets. • Escalate incidents to specialized teams. • Alert on-call personnel when necessary. • Open, log, track, and close tickets via ITSM. • Perform first-level troubleshooting by following documented procedures and FAQs.

• Conduct proactive prospecting (calls, emails, and LinkedIn). • Participate in lead-generation activities at events and trade shows. • Qualify inbound and outbound leads based on business criteria. • Apply qualification techniques such as BANT and SPIN Selling. • Schedule meetings for the sales team. • Follow structured contact cadences. • Update and organize information in the CRM (e.g., Salesforce, Meetime). • Contribute to pipeline generation and achievement of targets.

• **Incident Leadership:** • Act as Incident Response Lead in War Rooms, coordinating technical remediation and communication with stakeholders. • **Observability Engineering:** • Design and evolve telemetry in Datadog (Logs, APM, Traces and business metrics) to reduce MTTD and the team's cognitive load. • **Workload Management on AWS Amplify:** • Ensure the resilience and scalability of hosted front-end applications and critical APIs. • **SRE Governance:** • Define and monitor SLIs, SLOs and SLAs, managing the Error Budget to balance delivery speed with stability. • **Mitigation Automation:** • Develop auto-healing tools and scripts (automatic rollback, controlled restart, component isolation). • **Root Cause Analysis:** • Lead blameless post-mortem processes and ensure the implementation of structural improvements to prevent recurrence. • **Systems Modernization:** • Work with development teams to implement resilience patterns (Circuit Breakers, Bulkheads and Rate Limiting) in both modern architectures and legacy systems. • **AI in Operations:** • Implement anomaly detection and intelligent response solutions using AIOps (Datadog Bits AI or AWS DevOps Agent).

• Conduzir sessões de discovery técnico (entrevistas, workshops) com clientes para mapear requisitos de contact center, jornadas de CX e integrações com sistemas legados. • Elaborar arquiteturas de solução baseadas em Amazon Connect, apresentando opções técnicas e trade-offs de forma clara para públicos técnicos e executivos. • Criar e apresentar demonstrações (demos) e provas de conceito (PoC) personalizadas para prospects e clientes em diferentes estágios do funil. • Desenvolver documentação técnica de proposta: diagramas de arquitetura de referência, estimativas de TCO/ROI, roadmap de implantação e planos de migração. • Apoiar o time comercial na resposta a RFPs, RFIs e licitações, garantindo consistência técnica das propostas. • Participar de reuniões e apresentações executivas (C-level), traduzindo valor técnico em impacto de negócio. • Desenhar fluxos de chamadas, filas, roteamento omnichannel (voz, chat, e-mail, tarefas) e estratégias de self-service utilizando Amazon Connect. • Arquitetar integrações com serviços AWS (Lambda, Lex, DynamoDB, Kinesis, S3, Bedrock, API Gateway) e sistemas de terceiros (CRM, WFM, ticketing).