AIOps Engineer (Platform Modernization)

1. JOB IDENTIFICATION

Position Title : AIOps Engineer (Platform Modernization)

1. DETAILS OF DUTIES AND RESPONSIBILITIES

2. Job Description:

The AIOps Engineer, Platform Modernization builds the subagents that shift repetitive operational work from humans to automation, with an initial focus on Amazon Connect, the back end for both the call center and Service Desk, which together are driving the shift to agentic service delivery. Partnering with IT Operations and Call Center leadership, this role identifies the manual workflows worth automating and builds them out using AWS and AI tools such as Claude Code and Bedrock. The role brings an operator's eye to the build process: production support, incident response, and monitoring experience inform what gets automated and how, so automation lands where it actually reduces load, and expands to new workflows as confidence grows.

1. Essential Job Functions

• Collaborate with IT Operations, Call Center, and Service Desk teams to identify pain points and workflows with strong automation potential.
• Convert manual operational runbooks into executable workflows that AI agents and humans can both run.
• Use AI tools (Claude Code, Bedrock, ChatGPT, or similar) to build, test, and refine automations.
• Bring AWS knowledge to the automation process, using that judgment to vet AI-generated work, keeping aligned with best practices.
• Support automated callback flow optimization and AI agent building within the Connect environment.
• Draw on production support, incident response, and monitoring experience to shape how automations are scoped and prioritized.
• Document automation logic and decisions to support long-term ownership and knowledge transfer.

1. QUALIFICATION STANDARDS
   1. Education and Certifications

• Bachelor's degree in an IT-related field or equivalent professional experience.
• AWS certification (Solutions Architect, SysOps Administrator, or higher) preferred.
  1. Experience:
• An AI-first mindset, leveraging AI tools to drive automation, modernization, and operational
• improvement.
• Experience in IT or cloud operations, with a strong focus on production support, operational
• monitoring, and automation.
• Strong understanding of operational priorities: what makes a workflow worth automating and how to scope that work.
• Deep experience using automation and scripting to support operations, incident remediation, and routine maintenance, both hand-built and AI-assisted.
• Hands-on, working knowledge of core AWS services and how they function.
• Experience using AI tools (Claude Code, Bedrock, ChatGPT, or similar) to build or support workflow automations.
• Experience using observability and monitoring platforms (Datadog, CloudWatch, or equivalent) to detect, diagnose, and improve.
• Experience with telephony or contact center platforms, particularly Amazon Connect, is a plus but not required.