Amazon Connect Application Management Support Specialist

CallTower; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

A leading company in cloud-based contact center solutions is seeking an Amazon Connect Application Management Support Specialist. The role involves maintaining operational stability, providing support, and enhancing user experience with Amazon Connect. The ideal candidate will possess strong troubleshooting skills and customer service focus, with experience in cloud services and telecommunications.

Qualifications

• 2-4 years of experience in application support or IT operations.
• Hands-on experience with Amazon Connect and AWS services.
• Strong communication skills for interaction with technical and end users.

Responsibilities

• Provide L2 / L3 support for Amazon Connect platform.
• Monitor system performance using AWS CloudWatch.
• Troubleshoot issues related to IVR flows and call routing.

Skills

Troubleshooting

Customer-first mindset

Telephony concepts

VoIP

IVR

Cloud services knowledge

Tools

AWS CloudWatch

AWS Lambda

AWS DynamoDB

ServiceNow

Jira Service Management

Job description

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.

Key Responsibilities

• 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.

Required Skills & Qualifications

• 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.

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