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Senior Contact Center Support Specialist – Amazon Connect
TDSenior Contact Center Support Specialist providing technical support for Amazon Connect. Responsible for troubleshooting complex issues and collaborating with internal teams for resolution.
Tech Stack
Tools & technologiesAWSCloud
About the role
Key responsibilities & impact- Troubleshoot and resolve complex technical issues related to Amazon Connect, CloudWatch skills, NLU/IVR scripting and flow logic
- Skills-based routing Integration with other AWS services (e.g., S3, Lambda)
- Develop and maintain a deep understanding of Amazon Connect architecture and components
- Cloud-based contact center infrastructure and scalability
- Real-time analytics and reporting using Amazon Connect's built-in metrics
- Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to identify and escalate technical issues that require further investigation
- Lead in training sessions and knowledge sharing activities to enhance skills and expertise
- Define/Update Operations & Support Processes
- Onboard any new request/infrastructure to support
- Highly organized and able to multitask in a fast paced, dynamic environment
Requirements
What you’ll need- 5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions (e.g., Amazon Connect)
- Strong understanding of Amazon Connect features and functionality, including IVR, Skills, and integration with AWS services
- In-depth knowledge of computer systems, networks, and software applications
- Excellent communication, problem-solving, and analytical skills
- Ability to work in a fast-paced environment with multiple priorities and deadlines
Benefits
Comp & perks- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Amazon ConnectCloudWatchNLU scriptingIVR scriptingAWS S3AWS Lambdareal-time analyticscontact center infrastructuretroubleshootingtechnical support
Soft Skills
communicationproblem-solvinganalytical skillsorganizational skillsmultitaskingcollaborationleadershiptrainingknowledge sharingadaptability