Summary from listing
The role provides Level 2 support for Amazon Connect contact center platforms, handling functional and technical incidents beyond Level 1, performing root cause analysis, updating contact flows and routing, supporting releases, analyzing reporting and dashboards, mentoring Level 1 engineers, and coordinating with Level 3 teams and vendors. Required skills include hands-on Amazon Connect experience, contact-flow design, Amazon Lex, voice, chat, and email routing, call-flow and queue knowledge, troubleshooting, and incident, problem, and change management.
