Senior Amazon Connect Support Consultant

Position:
Amazon Connect Support Engineer

The Amazon Connect Support Engineer will be responsible for supporting, enhancing, and maintaining the organization's Amazon Connect contact center platform. This role will handle day-to-day operational support, troubleshoot incidents, implement minor-to-medium enhancements, and work closely with cross-functional teams to deploy new features. The position requires hands-on experience with Amazon Connect configurations, integrations, and AWS cloud and strong programming skills to ensure continuous improvement of the contact center experience.

• Provide daily support for Amazon Connect, including user administration, contact flow changes, queue / routing updates, and telephony troubleshooting.
• Monitor Amazon Connect metrics, alarms, and service health to ensure system uptime and performance.
• Investigate and resolve incidents, working with AWS Support where needed.
• Develop and deploy enhancements to contact flows, prompts, routing logic, and integrations based on business requirements.
• Test and implement Amazon Connect feature updates (, Contact Lens improvements, Amazon Q integrations, Lex bot updates).
• Assist in deploying third-party integrations and custom CCP (Contact Control Panel) enhancements.
• Work with business teams to gather requirements for new features or improvements.
• Partner with the Strategic Cloud Engineer and development teams to implement changes in a controlled and documented manner.
• Provide end-user training and create how-to documentation for agents and supervisors.
• Automate routine administrative tasks using AWS Lambda, CLI, or SDK scripts.
• Create and maintain reports in Amazon Quick Sight, Contact Lens, or other analytics platforms.
• Support dashboard updates for real-time and historical metrics.
• Ensure Amazon Connect configurations align with security and compliance policies.
• Maintain detailed documentation of changes, configurations, and troubleshooting steps for knowledge sharing.

• Proven hands-on experience in Amazon Connect configuration and support.
• Knowledge of AWS services used with Amazon Connect (Lambda, Dynamo
  
  DB, S3, SNS, SQS, Cloud Watch, Lex, Kinesis).
• Familiarity with CRM integrations (Salesforce, Service Now, etc.).
• Strong scripting knowledge (, Python).
• Strong problem-solving skills with the ability to troubleshoot telephony and integration issues.

• Experience with custom CCP development and UI enhancements.
• Bachelor's degree in computer science, IT, or related field.
• Strong problem-solving skills and attention to detail.
• AWS Certification – Associate / professional.
• Familiarity with Dev Ops