Job Details

Position: Amazon Connect Support Engineer
Role Overview
The Amazon Connect Support Engineer will be responsible for supporting, enhancing, and maintaining the organization's Amazon Connect contact center platform. This role will handle day-to-day operational support, troubleshoot incidents, implement minor-to-medium enhancements, and work closely with cross-functional teams to deploy new features. The position requires hands-on experience with Amazon Connect configurations, integrations, and AWS cloud and strong programming skills to ensure continuous improvement of the contact center experience.
Key Responsibilities

• Provide daily support for Amazon Connect, including user administration, contact flow changes, queue/routing updates, and telephony troubleshooting.
• Monitor Amazon Connect metrics, alarms, and service health to ensure system uptime and performance.
• Investigate and resolve incidents, working with AWS Support where needed.
• Develop and deploy enhancements to contact flows, prompts, routing logic, and integrations based on business requirements.
• Test and implement Amazon Connect feature updates (e.g., Contact Lens improvements, Amazon Q integrations, Lex bot updates).
• Assist in deploying third-party integrations and custom CCP (Contact Control Panel) enhancements.
• Work with business teams to gather requirements for new features or improvements.
• Partner with the Strategic Cloud Engineer and development teams to implement changes in a controlled and documented manner.
• Provide end-user training and create how-to documentation for agents and supervisors.
• Automate routine administrative tasks using AWS Lambda, CLI, or SDK scripts.
• Create and maintain reports in Amazon QuickSight, Contact Lens, or other analytics platforms.
• Support dashboard updates for real-time and historical metrics.
• Ensure Amazon Connect configurations align with security and compliance policies.
• Maintain detailed documentation of changes, configurations, and troubleshooting steps for knowledge sharing.

• Proven hands-on experience in Amazon Connect configuration and support.
• Knowledge of AWS services used with Amazon Connect (Lambda, DynamoDB, S3, SNS, SQS, CloudWatch, Lex, Kinesis).
• Familiarity with CRM integrations (Salesforce, ServiceNow, etc.).
• Strong scripting knowledge (Node.js, Python).
• Strong problem-solving skills with the ability to troubleshoot telephony and integration issues.

• Experience with custom CCP development and UI enhancements.
• Bachelor's degree in computer science, IT, or related field.
• Strong problem-solving skills and attention to detail.
• AWS Certification - Associate/professional.
• Familiarity with DevOps