Amazon Connect Support Engineer

Job Title: Amazon Connect Support Engineer

Company: Unified Consultancy Services (UFS)

Experience Required: 2-5 Years

Job Summary:

Unified Consultancy Services is hiring an experienced Amazon Connect Support Engineer to support contact center operations for our enterprise client . The candidate will be responsible for providing Level 2/3 support, troubleshooting Amazon Connect issues, working with AWS services integration, and ensuring platform stability and performance.

Key Responsibilities:

• Act as a technical support engineer for Amazon Connect infrastructure and services
• Troubleshoot and resolve contact flow, telephony, and IVR issues
• Work closely with JP Morgan s internal technical teams for issue resolution and feature enhancement
• Monitor performance, conduct root cause analysis, and apply corrective actions
• Support integrations with AWS services such as Lambda, Lex, S3, DynamoDB, and CloudWatch
• Implement and maintain call recording, analytics, and reporting configurations
• Participate in change management and incident management processes
• Ensure compliance with security and operational standards of JP Morgan Chase

Required Skills & Qualifications:

• 2-5 years of hands-on experience with Amazon Connect
• Solid understanding of AWS ecosystem: Lambda, CloudWatch, S3, IAM
• Experience in contact flow design, telephony routing, and troubleshooting
• Familiarity with CTI, IVR , and CRM integrations
• Scripting in Python or Node.js is a plus
• Strong communication skills and ability to work in enterprise environments
• Prior experience supporting financial services clients (especially banks) is highly desirable

Preferred Certifications:

• AWS Certified Solutions Architect - Associate
• AWS Certified Cloud Practitioner
• Amazon Connect Technical Accreditation (optional)

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