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