Junior Solution Engineer - Amazon Connect

Junior Solution Engineer For Amazon Connect

The Junior Solution Engineer for Amazon Connect is responsible for advanced operational support, troubleshooting, and configuration management of customer Amazon Connect contact center environments within a managed services model. This role serves as the primary escalation point from Tier 1 and focuses on platform stability, complex issue resolution, and customer-facing operational support that does not require full development or architectural design.

Schedule:

Tuesday - Friday, 10AM - 9PM Central Time

• Execute and validate approved low-risk production changes across the platform.
• Update and maintain configurations including contact flows, IVR tuning, prompts, and routing logic
• Ensure accuracy and compliance with established change management standards
• Monitor platform health using system and cloud-based monitoring tools
• Identify trends, recurring issues, and potential service degradation
• Perform proactive remediation to maintain stability and performance
• Support service reporting and availability monitoring efforts
• Collaborate with customers, Tier 3 engineers, and internal teams to resolve issues and deploy solutions
• Mentor Tier 1 analysts and contribute to operational reviews and governance activities
• Document and provide initial troubleshooting findings for escalation to higher-tier engineering teams

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP).

Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity

Employer:

NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.