Senior Specialist/Specialist - Amazon Connect-Global Tech

Experience: 8+ years Support Model: 24x7 rotational Role Overview: Handle service delivery and ensure performance across all Amazon Connect support areas. Oversee overall support operations, enhancements, and system updates. Act as primary escalation point for incidents. Manage SLAs and ensure service standards are met. Identify process gaps and implement improvements. Lead and mentor Junior engineers. Maintain relationships with internal and external stakeholders. Skills Required: Deep hands-on experience with Amazon Connect Strong knowledge of AWS Lambda, DynamoDB, S3 In-depth understanding of contact flows, queues, routing profile, quick connect, telephony config, and call routing Strong troubleshooting skills in WebRTC and voice issues Experience with CloudWatch, Connect Metrics, CI/CD pipelines Experience integrating with Salesforce. (Service Cloud Voice) Good documentation and process improvement capability Strong leadership and communication skills P3 Experience: 5-8 years Support Model: 24x7 rotational Role Overview: Provide L2 level support for Amazon Connect and associated AWS services. Address incidents and troubleshoot system or telephony-related issues. Support service delivery and ensure announced changes are implemented. Maintain SLAs and escalate where required. Contribute to documentation and improvement plans. Support deployment through CI/CD pipeline. Skills Required: Strong hands-on experience with Amazon Connect Working knowledge of Lambda, DynamoDB, S3 Good understanding of call flows, routing, and WebRTC troubleshooting Familiarity with CloudWatch, Connect Metrics, CI/CD Exposure to Salesforce integration helpful. (Service Cloud Voice) Ability to work independently with issue resolution Good communication and support handling P2 Experience: 3-5 years Support Model: 24x7 rotational Role Overview: Provide support on Amazon Connect-related incidents and user issues. Handle basic troubleshooting of voice, call routing, and UI-based configurations. Support change announcements and basic deployment activities. Coordinate with L2/L3 engineers for escalation. Maintain documentation and update knowledge base. Skills Required: Hands-on experience with Amazon Connect (basic flows, routing, and settings) Exposure to AWS Lambda, S3, DynamoDB Basic understanding of WebRTC and voice troubleshooting Familiar with CloudWatch, Connect Metrics Willingness to learn Salesforce integration. (Service Cloud Voice) Strong willingness to work in support model and take ownership