L3 Support Engineer – Amazon Connect Specialist

Job Title: L3 Support Engineer – Amazon Connect Specialist
Location: Bangalore, India
Working Hours: Aligned with Singapore business hours (SGT timezone)
Salary: Upto 15LPA

About the Role: We are looking for a highly skilled Support Engineer with deep expertise in Amazon Connect to join our global support team.
You will be responsible for providing advanced technical support (L3 level) on our clients’ Amazon Connect environments. The ideal candidate has a strong background in AWS services, excellent problem-solving skills, and the ability to work independently to resolve complex issues.

Key Responsibilities

• Provide Level 3 technical support for client environments built on Amazon Connect.
• Troubleshoot and resolve issues related to contact flows, Lambda integrations, IVR configurations, APIs, and AWS infrastructure.
• Monitor system health, performance, and incidents using AWS and third-party tools.
• Collaborate with development and infrastructure teams to identify root causes and deploy permanent fixes.
• Participate in incident reviews, RCA (Root Cause Analysis), and continuous improvement initiatives.
• Maintain up-to-date documentation of configurations, issues, and resolutions.
• Support deployment activities and customer environment upgrades when required.
• Ensure a high level of customer satisfaction through effective communication and ownership of issues. Required Skills & Experience
• 3+ years of experience in a technical support or cloud engineering role.
• Strong expertise in Amazon Connect, including: o Contact Flows and Routing Profiles o Lambda Function Integrations o AWS Lex and Polly o Amazon S3, CloudWatch, CloudFormation o AWS Identity and Access Management (IAM) o Amazon DynamoDB o Amazon API Gateway o Kinesis / Streams for call data and reporting o SNS, SQS and EventBridge for workflow automation
• Experience with AWS CLI and CloudWatch Logs for advanced troubleshooting.
• Familiarity with CTI integrations, CRM connectors, and third-party APIs.
• Excellent communication skills in English (written and spoken).
• Strong analytical and debugging capabilities.
• Ability to work independently and manage priorities in a dynamic environment. Preferred Qualifications
• AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate.
• Experience with Genesys Cloud, Twilio, or other CCaaS platforms.
• Basic understanding of Python, Node.js, or similar scripting languages.

For more details call us: Tia: 9606976220

Job Type: Full-time

Pay: ₹800,000.51 - ₹1,500,000.06 per year

Benefits:

• Health insurance
• Life insurance
• Paid sick time
• Provident Fund

Work Location: In person