TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.
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 workplace 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)