Senior Contact Center Support Specialist (Amazon Connect)

Overview

As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.

Responsibilities

• 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
• Contact Control Panel (CCP) and agent workspace
• 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...