Contact Center Engineer/Analyst

Duration: 24+ months
Compensation: $60-65/hr
Location: Orange, CT
Support the transformation, enhancement, and ongoing operations of an Amazon Connect contact center platform. Apply expertise in Contact Centre as a Service (CCaaS), contact center operations, Amazon Web Services (AWS), and enterprise integrations to maintain reliable service delivery. Partner with business stakeholders, architects, developers, and support teams to improve platform performance, resolve operational issues, and deliver high-quality contact center solutions.
Requirements:

• Amazon Connect configuration and support experience.
• Contact Center as a Service (CCaaS) operations.
• AWS integration experience.

Responsibilities:

• Configure, enhance, and maintain Amazon Connect contact center solutions.
• Troubleshoot platform issues, investigate incidents, and coordinate resolution of operational problems.
• Gather, analyze, and document business and technical requirements.
• Support integrations between Amazon Connect, enterprise applications, and third-party platforms.
• Coordinate testing, deployments, release activities, and production support.
• Monitor platform performance, maintain technical documentation, and recommend operational improvements.

26-01197
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