Technology Support II

JPMorgan Chase & Co. • New York, NY

1d • $85,500 - $130,000

About The Position

JPMorganChase is seeking an Infrastructure Engineer II to support and expand the Amazon Connect telecom infrastructure for Chase Travel. The role helps extend infrastructure into new global regions, supports existing implementations, and improves telecom network operations through tooling and processes that enhance customer experience. The engineer applies knowledge of software, applications, and technical processes across infrastructure engineering work of moderate scope.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or an equivalent combination of education and experience.
• At least 2 years of experience supporting telecom, IVR, or contact center technologies.
• Experience administering and supporting Amazon Connect.
• Basic understanding of AWS cloud services and integrations, including Lambda, Lex, DynamoDB, and S3.
• Experience with ITIL processes, Service Desk ticketing platforms, and Jira.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work independently and make sound technical decisions in a fast-paced operational environment.

Responsibilities

• Administer and maintain Amazon Connect environments, including CCP, contact flows, queues, routing profiles, agent configurations, hierarchies, IVR menus, prompts, quick connects, and hours of operation.
• Support day-to-day telecom and contact center operations by monitoring performance, analyzing service-impacting issues, and ensuring platform stability.
• Troubleshoot telephony, agent login, call routing, queue, and contact flow issues; resolve incidents and outages and perform root cause analysis.
• Collaborate with business, telecom, infrastructure, and application teams to resolve issues, restore services, and deliver technology enhancements.
• Support testing, deployments, change management, contact center migrations, and platform modernization initiatives.
• Participate in production support, on-call rotations, and after-hours implementation activities.
• Support AWS-integrated services, including Amazon Connect, Lambda, Lex, DynamoDB, S3, and CloudWatch.
• Create and maintain technical documentation, operational procedures, support guides, and configuration records.
• Foster teamwork, inclusion, accountability, and continuous improvement.

Benefits

• Competitive total rewards package, including base salary and, for eligible roles, possible commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level