3 Call Flows Jobs

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Role & responsibilities Design and develop end-to-end contact center solutions using Salesforce and Amazon Connect. Collaborate with business stakeholders to understand their contact center requirements and translate them into technical solutions. Lead the architecture and design of complex contact center systems, ensuring they meet business needs and align with industry best practices. Provide technical leadership and guidance to development teams throughout the project lifecycle. Ensure the scalability, security, and performance of contact center solutions. Stay updated with the latest trends and technologies in Salesforce, Amazon Connect and contact center solutions Preferred candidate profile Extensive experience with Salesforce and Amazon Connect. Strong understanding of cloud computing, data integration, and API management. Proven experience in using Agile approach for development with frequent sprints for business benefits realization. Experience in leading the design and/or development of solutions with a virtual team in remote locations. Strong appreciation and proven achievement in selecting appropriate tools for platform delivery. Proficiency in Salesforce development and customization (Apex, Visualforce, Lightning Components). Expertise in Amazon Connect configuration and integration. Expertise in configuring and maintaining Amazon Connect contact center environments. Experience to Develop and implement call flows, routing strategies, and IVR configurations. Handson in development and implementation of call flows, routing strategies, and IVR configurations. Integrate Amazon Connect with AWS services such as Lambda, RDS, DynamoDB, S3, Polly, CloudWatch, Lex, GenAI services like Bedrock , Sage maker etc.. Troubleshoot and resolve issues related to Amazon Connect, telephony, and system integrations. Can assist in scripting and automation to improve system efficiency. Work with business stakeholders to understand requirements and deliver technical solutions. Familiarity with and enthusiasm for DevOps, CI/CD, and SRE best practices Familiarity with API management and development (REST, SOAP, GraphQL). Excellent communication and presentation skills, able to engage conversations at all levels of senior management