Job Description:
Job Title: AWS Connect Support Engineer

DUTIES AND RESPONSIBILITIES:
Serves internal customers and external call center partners by implementing call center strategies and operations; improving systems and processe. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform.

JOB SCOPE
Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the CCaaS platform to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA.; Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective.

JOB RESPONSIBILITIES
- Configures and develops Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console




- Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard
- Assist with integration of AWS Connect into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch
- Creates new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
- Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service
- Identifies performance and expectation gaps and facilitates resolution.
- Identifies operating opportunities for continuous improvement and efficiencies.
- Ability to work independently and in a team environment with on-call responsibilities.
- Must be resourceful, assertive, detail oriented, energetic and highly self – motivated.
- Must have solid oral, written, organizational, presentation and communication skills.
- Ensures

📌 AWS Connect Support Engineer (Chennai)
🏢 Likewize
📍 Chennai