Amazon Connect CCaaS Engineer & Operations Analyst

Experis Technology Group

Hartford (CT)

On-site

USD 68,000 - 97,000

Full time

2 days ago

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Benefits offered by this job

Medical and Prescription Drug Plans

Dental Plan

Vision Plan

Health Savings Account

Health Flexible Spending Account

401(k), Plus Match

Weekly Pay

Job summary

ManpowerGroup seeks a Contact Center Engineer/Analyst to join the Utilities client team in Orange, CT. This role focuses on supporting the CCaaS environment using Amazon Connect, with hands-on AWS and integration experience.

The position is primarily onsite in Orange, CT and offers opportunities to drive continuous improvement and stable operations. Responsibilities include configuring and enhancing the Amazon Connect CCaaS environment, diagnosing and resolving issues, gathering business

Qualifications

Amazon Connect / CCaaS experience.
Contact center operations and support experience.
AWS and integration experience.
Ability to produce clear technical and operational documentation.
Strong monitoring and performance improvement mindset.

Responsibilities

Support Amazon Connect configuration, enhancements, and ongoing operational activities for a CCaaS environment.
Troubleshoot, diagnose, and resolve contact center issues to maintain reliable service and improve user experience.
Gather, document, and translate business and technical requirements into actionable plans for implementation and support.
Coordinate testing, deployment, and production support activities to ensure smooth releases and stable operations.
Support integrations with enterprise applications and third-party platforms, ensuring data flow and system reliability.