Junior Solution Engineer - Amazon Connect

NWN Carousel • Exeter, CA

13d • Hybrid

About The Position

The Junior Solution Engineer for Amazon Connect is responsible for advanced operational support, troubleshooting, and configuration management of customer Amazon Connect contact center environments within a managed services model. This role serves as the primary escalation point from Tier 1 and focuses on platform stability, complex issue resolution, and customer-facing operational support that does not require full development or architectural design.

Requirements

• 2–4 years of experience supporting Amazon Connect in a managed services or operational environment
• 3+ years of IT experience, including at least 1 year supporting cloud-based or contact center solutions
• Strong knowledge of contact center configurations including contact flows, queues, routing profiles, and security profiles
• Understanding of telephony fundamentals and cloud-based contact center solutions
• Familiarity with ITIL-aligned incident and change management processes
• Ability to support multi-channel communication environments
• Working knowledge of AWS services and Amazon Connect platform capabilities
• Experience operating in structured support environments with escalation and incident management responsibilities
• Exposure to after-hours or on-call support rotations
• AWS Cloud Practitioner certification within 30 Days Required

Responsibilities

• Execute and validate approved low-risk production changes across the platform.
• Update and maintain configurations including contact flows, IVR tuning, prompts, and routing logic
• Ensure accuracy and compliance with established change management standards
• Monitor platform health using system and cloud-based monitoring tools
• Identify trends, recurring issues, and potential service degradation
• Perform proactive remediation to maintain stability and performance
• Support service reporting and availability monitoring efforts
• Collaborate with customers, Tier 3 engineers, and internal teams to resolve issues and deploy solutions
• Mentor Tier 1 analysts and contribute to operational reviews and governance activities
• Document and provide initial troubleshooting findings for escalation to higher-tier engineering teams

Benefits

• medical
• dental
• vision plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• income protection through disability and life insurance
• 401(k) with company match
• unlimited PTO
• paid company holidays
• hybrid/remote work
• paid bonding leave for eligible employees
• employee discounts
• Employee Assistance Program (EAP)
• accident coverage
• critical illness coverage
• long-term care coverage
• hospital indemnity coverages
• legal and identity theft protection
• pet insurance
• supplemental life insurances
• referral bonuses
• charitable donation matching
• allowances for eligible roles

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed