Technology Support II

We are seeking a passionate and talented Infrastructure Engineer II to join our team in supporting and expanding our Amazon Connect telecom infrastructure. We are looking for an engineer who can help us extend our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through advanced tooling and processes to enhance customer experience. Join our team and be part of managing one of the largest volumes of phone calls in contact center platforms globally for Chase Travel.

As an Infrastructure Engineer II at JPMorganChase within Chase Travel, you utilize strong knowledge of software, applications, and technical processes within the infrastructure engineering discipline. Apply your technical knowledge and problem-solving methodologies across multiple applications of moderate scope.

Job Responsibilities

• Administer and maintain Amazon Connect environments, including CCP, contact flows, queues, routing profiles, agent configurations, hierarchies, IVR menus, prompts, quick connects, and hours of operation.
• Support day-to-day telecom and contact center operations by monitoring system performance, analyzing service-impacting issues, and ensuring platform stability.
• Troubleshoot telephony, agent login, call routing, queue, and contact flow issues, providing timely resolution and root cause analysis for incidents and outages.
• Collaborate with business, telecom, infrastructure, and application teams to coordinate issue resolution, service restorations, and technology enhancements.
• Support testing, deployments, change management, contact center migrations, and platform modernization initiatives, while participating in production support, on-call rotations, and after-hours implementation activities.
• Support AWS-integrated services including Amazon Connect, Lambda, Lex, DynamoDB, S3, and CloudWatch.
• Create and maintain technical documentation, operational procedures, support guides, and configuration records.
• Foster a culture of teamwork, inclusion, accountability, and continuous improvement.

Required qualifications, skills, and capabilities

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent combination of education and experience.
• Minimum 2 years of experience supporting telecom, IVR, or contact center technologies.
• Experience administering and supporting Amazon Connect.
• Basic understanding of AWS cloud services and integrations, including Lambda, Lex, DynamoDB, and S3.
• Experience with ITIL processes, Service Desk ticketing platforms and Jira.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work independently and make sound technical decisions in a fast-paced operational environment.