L2 Amazon Connect Support Engineer
Role & Responsibilities
- Provide Level 2 support for Amazon Connect contact center platforms
- Handle functional and technical incidents beyond L1 capability
- Perform root cause analysis for recurring issues
- Support contact flow updates, routing changes, and configuration fixes
- Assist in minor enhancements, changes, and releases
- Support reporting, metrics analysis, and operational dashboards
- Guide and mentor L1 engineers
- Coordinate with L3 teams and vendors for complex issues
- Participate in problem management and change implementation
Technical Skills
Must Have
- Strong hands-on experience with Amazon Connect
- Ability to design and modify contact flows
- Working knowledge of Amazon Lex
- Experience with voice, chat, and email routing
- Understanding of call flows, queues, and agent configurations
- Good troubleshooting skills across telephony and application layers
- Experience with incident, problem, and change management
Nice to Have
- Scripting knowledge (Python / Node.js)
- Exposure to automation tools
- Experience with digital channels (messaging, WhatsApp, social)
- Understanding of cloud contact center architecture
