Amazon Connect Application Management Support Specialist

The role of Amazon Connect Application Management Support Specialist is to manage and support our cloud-based contact center platform. This role is responsible for maintaining operational stability, ensuring timely incident resolution, supporting change management, and enhancing user experience within the Amazon Connect ecosystem. The ideal candidate will have hands-on experience with Amazon Connect and related AWS services, excellent troubleshooting skills, and a customer-first mindset.

Key Responsibilities

• Provide L2/L3 support for the Amazon Connect platform, including voice, chat, and contact flow components.
• Monitor system performance and health using AWS CloudWatch, CloudTrail, or other observability tools.
• Perform daily operations, maintenance, and support tasks to ensure system availability and efficiency.
• Troubleshoot and resolve issues related to IVR flows, call routing, agent connectivity, and CRM integrations.
• Assist in onboarding and offboarding users, managing permissions, routing profiles, and security settings.
• Support incident, problem, and change management processes in alignment with ITIL practices.
• Collaborate with developers and infrastructure teams to deploy updates and test new features.
• Maintain and update system documentation, user guides, and knowledge base articles.
• Escalate unresolved issues to engineering teams or AWS Support as necessary, ensuring timely resolution.
• Participate in after-hours support rotations for critical issues or maintenance windows.

Required Skills & Qualifications

• 2–4 years of experience in an application support, IT operations, or cloud service support role.
• Hands-on experience with Amazon Connect, including contact flow design and operational troubleshooting.
• Familiarity with AWS services like Lambda, CloudWatch, DynamoDB, S3, IAM.
• Working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).
• Strong understanding of telephony concepts, VoIP, ACD, IVR, and CTI.
• Excellent communication and interpersonal skills for working with both technical teams and end users.
• Ability to prioritize incidents and manage time effectively in a fast-paced environment.

Preferred Qualifications

• AWS Certification (e.g., AWS Certified Cloud Practitioner, SysOps Administrator).
• Experience supporting CRMs such as Salesforce, Zendesk, or ServiceNow.
• Knowledge of contact center KPIs, workforce management, and real-time monitoring dashboards.
• Familiarity with scripting languages (e.g., Python, Bash) is a plus.