Technology Support Engineer

We are seeking an experienced Contact Center Engineer/Analyst to support digital transformation and ongoing operations within our cloud contact center environment. The selected candidate will work closely with business stakeholders, architects, developers, and support teams to maintain, enhance, and optimize the CCaaS platform to ensure reliable contact center operations. REQUIRED SKILLS, * Support Amazon Connect configuration, enhancement, and daily operational activities.

• Troubleshoot and resolve complex contact center operational issues and technical incidents.
• Gather and document functional business requirements and detailed technical specifications.
• Coordinate cross-functional testing, deployment, and production support activities.
• Support integrations between Amazon Connect, enterprise applications, and third-party platforms.
• Produce and maintain high-quality technical and operational documentation.
• Monitor CCaaS platform performance metrics and recommend continuous improvements.
• Collaborate closely with business and IT teams to maintain service quality and user satisfaction.

• Amazon Connect / CCaaS Platform Configuration & Administration (6+ years)
• Contact Center Operations & Technical Incident Resolution (7+ years)

• AWS Enterprise Services & Integration Architecture (7+ years)

• Utilities Industry Experience
• Salesforce Integration Experience
• Conversational AI / Interactive Voice Response (IVR) Systems, The ideal candidate is a hands-on, senior Technology Support Engineer with extensive operational expertise in AWS and Amazon Connect infrastructure. They possess strong communication skills to bridge technical and business requirements and thrive in an onsite, mission-critical contact center setting.