Chat Support Engineer ( Amazon Connect) Friday Online Drive

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What we are looking for

Role: Chat Support Engineer (Amazon Connect)

Experience Range: 4 to 8 Years

Location: Pan India

Interview Date: Friday Online

Must Have:

• Strong hands-on experience with Amazon Connect
• Amazon Connect Chat / Messaging
• Contact Flows
• Queues & Routing Profiles
• Agent configuration and troubleshooting
• Contact center / customer support platform experience
• AWS environment troubleshooting
• API / integration troubleshooting
• Production Support / Application Support
• Incident & Problem Management
• Strong communication and troubleshooting skills

Good to Have:

• AWS Lambda
• Amazon Lex
• Amazon CloudWatch
• Amazon S3
• Amazon DynamoDB
• API Gateway / REST APIs
• AWS IAM
• CRM integration experience
• Contact center technologies such as IVR, voice, chat, or omnichannel platforms
• ITIL / ServiceNow ticketing exposure

Essential:

• Provide technical support for Amazon Connect and associated chat/contact center services.
• Troubleshoot issues related to chat sessions, contact flows, routing, queues, agents, and customer interactions.
• Configure and support Amazon Connect contact flows, queues, routing profiles, users, security profiles, and hours of operation.
• Investigate production incidents and perform root-cause analysis.
• Monitor Amazon Connect environments and troubleshoot performance or connectivity issues.
• Support integrations between Amazon Connect and relevant AWS services/APIs.
• Work with development, infrastructure, application, and business teams to resolve incidents.
• Handle incident, problem, and change management activities.
• Maintain technical documentation, troubleshooting guides, and SOPs.
• Provide L2/L3 support for contact center-related production issues.

Minimum Qualification:

• 15 years of full-time education
• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)