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

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

Senior Contact Center Support Specialist – Amazon Connect

Key skills