Technology Support II

JPMorgan Chase & Co. • New York, NY

5h • $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 to new global regions, supports existing implementations, and improves telecom network operations through tooling and processes that enhance customer experience. The team manages a high volume of phone calls on global contact center platforms.

Within Chase Travel, the Infrastructure Engineer II applies knowledge of software, applications, and technical processes in infrastructure engineering, using technical expertise and problem-solving methods across multiple applications of moderate scope. The position supports Amazon Connect environments and related AWS services, day-to-day telecom operations, issue resolution, testing, deployments, migrations, modernization, and production support.

JPMorganChase describes its total rewards package as including a base salary determined by role, experience, skill set, and location. Eligible roles may also receive commission-based pay and/or discretionary incentive compensation. Benefits and programs are provided based on eligibility, with additional compensation and benefit details shared during the hiring process.

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 system performance, analyzing service-impacting issues, and ensuring platform stability.
• Troubleshoot telephony, agent login, call routing, queue, and contact flow issues; provide timely resolution and root cause analysis for incidents and outages.
• 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 a culture of teamwork, inclusion, accountability, and continuous improvement.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity

What This Job Offers

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