Amazon connect Support Engineer L1

DETAILED JOB DESCRIPTION

Organization: Alaric Ventures

Location: Bestech Towers (Sector 66-Mohali)

Position: System Engineer- Amazon connect

Experience: 1-3 years

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:

We are looking for a highly motivated and enthusiastic Individual for System Engineer for our US clients infrastructure management. The Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks. Operating in a 24x7 environment, they ensure seamless service operations and user support.

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.