Amazon connect Support Engineer L1

Organization:

Location:

Position:

Experience:

Why to Join ALARIC VENTURES

• Known as career builders and paymasters.

• Best and unbeatable benefits for the employees.

• Effective career and financial progression system.

• Most organic and friendly work environment.

• Plethora of success and growth stories.

Position Overview:

Engineers

Required skills:

• Monitor and manage Amazon Connect

  environments for performance issues, alerts, and service degradations.
• Handle

  ticket triage, initial troubleshooting, and resolution of standard incidents

  .

• Manage IVR updates, call routing configurations, and number provisioning

  to optimize contact flows.
• Execute

  MACD tasks

  , including user provisioning, permission management, and skill group adjustments.

• Escalate complex issues

  to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary.
• Provide

  real-time support

  to resolve technical and operational challenges efficiently.
• Maintain and update

  knowledge base documentation, SOPs, and best practices

  .
• Collaborate with

  automation teams

  to streamline routine operational tasks.

• Technical support, contact center operations, or IT service management

  .
• Understanding of

  Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals

  .
• Familiarity with

  ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows

  .
• Basic knowledge of

  VoIP, SIP protocols, and network troubleshooting

  .

Education and/or Experience:

• Any Technical qualifications (BCA, B.Tech, B.Sc.-IT).
• AWS or ITIL certifications are advantageous.
• Strong communication and problem-solving skills.
• This position offers the opportunity to work with a variety of US clients, ensuring their IT infrastructures are secure, efficient, and capable of supporting their business objectives.

Client Service:

• Provide outstanding client service, responding promptly and professionally across communication channels.
• Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs.

Shift timing and working hours:

• Night shifts and Rotational shifts
• 5 Days working in a week

Benefits and compensation:

• Group Health insurance and other benefits.
• The Best working culture and opportunities for professional growth.
• Learning opportunities in leading technologies
• Compensation as per Market Standard
• Training and development programs.