L2 Amazon Connect Support Engineer

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

Technical Skills 

Must Have

  • 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

Nice to Have

  • Scripting knowledge (Python / Node.js)
  • Exposure to automation tools
  • Experience with digital channels (messaging, WhatsApp, social)
  • Understanding of cloud contact center architecture

 

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