Amazon Connect Cloud CC Admin
Share
Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
Role & Responsibilities
Nice to Have
Roles & Responsibilities:
Role & Responsibilities
- Provide Level 2 support for Amazon Connect contact center platforms
- Handle functional and technical incidents beyond L1 capability
- Perform root cause analysis for recurring issues
- Support contact flow updates routing changes and configuration fixes
- Assist in minor enhancements changes and releases
- Support reporting metrics analysis and operational dashboards
- Guide and mentor L1 engineers
- Coordinate with L3 teams and vendors for complex issues
- Participate in problem management and change implementation
- Strong hands on experience with Amazon Connect
- Ability to design and modify contact flows
- Working knowledge of Amazon Lex
- Experience with voice chat and email routing
- Understanding of call flows queues and agent configurations
- Good troubleshooting skills across telephony and application layers
- Experience with incident problem and change management
- Understanding of ITIL processes Incident Problem Change Management
- Familiarity with DevOps practices and release management
- Ability to support remote system administration
- Contribute ideas for automation and operational efficiency improvements
- Coordinate with internal teams and external vendors/service providers
- Ownership of critical incidents and escalations
- Ability to work independently with minimal supervision
- Good coordination with cross functional teams
- Strong documentation and communication skills
Nice to Have
- Scripting knowledge (Python / )
- Exposure to automation tools
- Experience with digital channels (messaging WhatsApp social)
- Understanding of cloud contact center architecture
- Vendor Management
- Experience of handling global customers
Roles & Responsibilities:
- Provide Level 2 support for Amazon Connect contact center platforms
- Handle functional and technical incidents beyond L1 capability
- Perform root cause analysis for recurring issues
- Support contact flow updates routing changes and configuration fixes
- Assist in minor enhancements changes and releases
- Support reporting metrics analysis and operational dashboards
- Guide and mentor L1 engineers
- Coordinate with L3 teams and vendors for complex issues
