Senior Contact Center Support Specialist (Amazon Connect)
TD•Montreal, QC
•Onsite
About The Position
As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.
Requirements
- 5+ years of experience in contact center operations or technical support, with a focus on cloud-based solutions (e.g., Amazon Connect).
- Strong understanding of Amazon Connect features and functionality, including IVR, Skills, and integration with AWS services.
- In-depth knowledge of computer systems, networks, and software applications.
- Excellent communication, problem-solving, and analytical skills.
- Ability to work in a fast-paced environment with multiple priorities and deadlines.
Nice To Haves
- Experience with Amazon Web Services (AWS) and its various services (e.g., S3, Lambda, API Gateway).
- Knowledge of programming languages such as Java, Python, or Node.js.
- Familiarity with agile methodologies and Scrum framework.
- Cisco Contact Center (WebexCCE, UCCE, Call Manager, SIP)
Responsibilities
- Troubleshoot and resolve complex technical issues related to Amazon Connect, CloudWatch skills, NLU/IVR scripting and flow logic, Skills-based routing
- Integration with other AWS services (e.g., S3, Lambda)
- Develop and maintain a deep understanding of Amazon Connect architecture and components
- Contact Control Panel (CCP) and agent workspace
- Cloud-based contact center infrastructure and scalability
- Real-time analytics and reporting using Amazon Connect's built-in metrics
- Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to identify and escalate technical issues that require further investigation.
- Lead in training sessions and knowledge sharing activities to enhance skills and expertise.
- Define/Update Operations & Support Processes
- Onboard any new request/infrastructure to support
- Highly organized and able to multitask in a fast paced, dynamic environment.
- Appropriately escalates issues and decisions to others when needed.
- Strong communication skills, both verbal and written, are essential to interact with support groups.
- Strong team player and self-motivated.
- Ability to work on call rotation.
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
