Technology Support (Chase Travel)
Core
Administer and maintain Amazon Connect environments and support telecom/contact center operations for a high-volume contact center.
Role type
Senior IC infrastructure engineer (telecom/contact center)
Builds
Stable, scalable contact center platforms and telecom infrastructure
Domain
Financial services / Telecom / Cloud
Required skills
Amazon Connect administration, AWS cloud services (Lambda, Lex, DynamoDB, S3), telecom/IVR support, ITIL processes, service desk ticketing, Jira, troubleshooting, root cause analysis
Preferred skills
CloudWatch, contact flow configuration, queue management, routing profiles, change management, production support
Technologies
AWS Lambda, CloudWatch, Flow, JIRA, Network
Responsibilities
Administer and maintain Amazon Connect environments including CCP, contact flows, queues, routing profiles, agent configurations, hierarchies, IVR menus, and operating hours. Monitor telecom and contact center operations, analyze service-impacting issues, and maintain platform stability. Troubleshoot telephony, agent login, call routing, queue, and contact flow problems to resolve incidents and identify root causes. Work with business, telecom, infrastructure, and application teams to resolve issues and deliver technology enhancements. Support testing, deployments, change management, contact center migrations, and platform modernization. Create and maintain technical documentation, operational procedures, support guides, and configuration records.
Seniority
Senior, hands-on IC
