Amazon Connect Application Management Support Specialist

Inoria; Ontario; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Amazon Connect Application Management Support Specialist to enhance user experience and maintain operational stability within their cloud-based contact center platform. This role involves providing L2/L3 support, troubleshooting issues, and collaborating with technical teams to ensure seamless functionality. The ideal candidate will have hands-on experience with Amazon Connect and AWS services, coupled with a strong customer-first mindset. Join a dynamic team that values innovation and customer satisfaction, and play a crucial role in transforming contact center operations.

Qualifications

• 2-4 years in application support or cloud service support roles.
• Hands-on experience with Amazon Connect and troubleshooting.

Responsibilities

• Provide L2/L3 support for Amazon Connect platform.
• Monitor system performance using AWS CloudWatch and other tools.

Skills

Amazon Connect

Troubleshooting

AWS Services

ITSM Tools

Telephony Concepts

Communication Skills

Incident Management

Education

Bachelor's Degree in IT or related field

Tools

AWS CloudWatch

ServiceNow

Jira Service Management

Job description

Amazon Connect Application Management Support Specialist

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Amazon Connect Application Management Support Specialist

Who we are:

Inoria, now a proud CallTower company, is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation, and integration services. Agile, personable, and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration, and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

The role of Amazon Connect Application Management Support Specialist is to manage and support our cloud-based contact center platform. This role is responsible for maintaining operational stability, ensuring timely incident resolution, supporting change management, and enhancing user experience within the Amazon Connect ecosystem. The ideal candidate will have hands-on experience with Amazon Connect and related AWS services, excellent troubleshooting skills, and a customer-first mindset.

Principal tasks and responsibilities include:

• Provide L2/L3 support for the Amazon Connect platform, including voice, chat, and contact flow components.
• Monitor system performance and health using AWS CloudWatch, CloudTrail, or other observability tools.
• Perform daily operations, maintenance, and support tasks to ensure system availability and efficiency.
• Troubleshoot and resolve issues related to IVR flows, call routing, agent connectivity, and CRM integrations.
• Assist in onboarding and offboarding users, managing permissions, routing profiles, and security settings.
• Support incident, problem, and change management processes in alignment with ITIL practices.
• Collaborate with developers and infrastructure teams to deploy updates and test new features.
• Maintain and update system documentation, user guides, and knowledge base articles.
• Escalate unresolved issues to engineering teams or AWS Support as necessary, ensuring timely resolution.
• Participate in after-hours support rotations for critical issues or maintenance windows.

Qualifications and pre-requisites:

• 2–4 years of experience in an application support, IT operations, or cloud service support role.
• Hands-on experience with Amazon Connect, including contact flow design and operational troubleshooting.
• Familiarity with AWS services like Lambda, CloudWatch, DynamoDB, S3, IAM.
• Working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).
• Strong understanding of telephony concepts, VoIP, ACD, IVR, and CTI.
• Excellent communication and interpersonal skills for working with both technical teams and end users.
• Ability to prioritize incidents and manage time effectively in a fast-paced environment.

Preferred qualifications:

• Experience supporting CRMs such as Salesforce, Zendesk, or ServiceNow.
• Knowledge of contact center KPIs, workforce management, and real-time monitoring dashboards.
• Familiarity with scripting languages (e.g., Python, Bash) is a plus.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Administrative

Industries

• IT Services and IT Consulting

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