AWS Connect Operations & Training Specialist

New Jersey Innovation Authority

Trenton (NJ)

On-site

USD 98,000 - 133,000

Full time

9 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid leave

Retirement plan

Job summary

The New Jersey Innovation Authority is seeking a Contact Center Operations Specialist with 5+ years in help desk operations and platform administration to oversee chat and contact center operations, including Amazon Connect configuration and automation. You will create training materials, protocols, and documentation to empower agency teams and improve service quality.

You will report to the Product Director, collaborate with Business Experience and Residential Experience teams, and partner with

Qualifications

Minimum of 5 years in help desk operations, training, QA or platform administration.
Hands-on experience administering support platforms (AWS Connect, Intercom, Zendesk, Freshdesk).
Experience training or mentoring help desk staff and developing support protocols.
Ability to analyze support data and identify improvement opportunities.
Excellent communication and training skills; self-directed and organized.

Responsibilities

Develop and deliver training sessions for tier 1 help desk staff on best practices and protocols.
Create documentation and resources to enable state agency teams to manage Amazon Connect operations.
Administer and optimize AWS Connect routing, prompts, and integrations.
Analyze performance data and drive continuous improvement of support operations.