Infrastructure Engineer II - Amazon connect
About The Position
JPMorganChase is seeking an Infrastructure Engineer II to support and expand the Amazon Connect telecommunications infrastructure for Chase Travel. The role helps extend infrastructure to 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 applications of moderate scope. The position supports administration and operational stability of Amazon Connect and related AWS-integrated services. It involves troubleshooting contact center and telephony issues, coordinating with business and technical teams, supporting deployments and modernization, documenting configurations and procedures, and participating in production support, on-call rotations, and after-hours implementation activities.
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.
- Monitor system performance, analyze service-impacting issues, and support day-to-day telecom and contact center operations to ensure platform stability.
- Troubleshoot telephony, agent login, call routing, queue, and contact flow issues, resolving incidents promptly and performing root cause analysis.
- Collaborate with business, telecom, infrastructure, and application teams to coordinate issue resolution, service restorations, and 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, with base salary determined by role, experience, skill set, and location.
- Eligible roles may receive 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
