Application Support Engineer

Job Description

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Unified Communication and Collaboration Operations Good to have skills : avaya, amazon connect Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Role Overview:you will be responsible for ensuring the smooth operation Amazon Connect . This role requires expertise in handling day-to-day operations, providing L1/L2 support, and maintaining the availability of the contact center platforms. You will be an integral part of a team dedicated to addressing incidents, managing changes, and ensuring high levels of service delivery.Key Responsibilities:Provide support and maintenance for the company's Contact Center environments, including Amazon ConnectWork in rotational shifts to ensure 24/7 support coverage and adherence to SLAs.Act as a Subject Matter Expert (SME) for Amazon Connect and Avaya, resolving P1 & P2 incidents promptly.Participate in change management processes and reviews to maintain platform availability.Collaborate with vendors and support teams to address user-reported incidents.Conduct audits and implement security vulnerability mitigation measures.Handle day-to-day Amazon Connect operations, including troubleshooting, log analysis, and system level changes.Provide support for third-party applications and escalate issues as necessary.Develop IVR flows, CTI integrations, and ensure ongoing management of gateways and media servers.Demonstrate proficiency in Telecom protocols such as SIP, H323, ISDN, and ITIL processes. Technical Experience:Hands-on experience in contact center suite products, including voice, email, and chat.In-depth understanding of cloud contact center architecture and call flows.Proficiency in managing telephony solutions and service management processes. Professional Attributes:Strong customer handling and communication skills.Minimum 2 years of hands-on experience with Amazon ConnectCompleted Avaya trainings and certifications.Bachelor's degree in engineering or related field preferred. Additional Information:Willingness to work in rotational shifts, including nights.Ready to implement network changes and perform testing as required. Qualifications 15 years full time education