Contact Center Engineer/Analyst

ManpowerGroup; Hartford (CT); On-site; USD 68,000 - 97,000; Full time

Benefits offered by this job

Medical plans

Dental plan

Vision plan

401(k) plan

Job summary

ManpowerGroup is partnering with Utilities to recruit a Contact Center Engineer/Analyst for an onsite role in Orange, CT. The position supports the CCaaS platform, focusing on Amazon Connect configuration, troubleshooting, and production readiness to ensure reliable service and a great user experience.

The ideal candidate has CCaaS and AWS integration experience, strong documentation skills, and a background in contact center operations.

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.

Skills

Amazon Connect

CCaaS support

Contact center ops

AWS integration

Documentation

Monitoring & optimization

Job description

Our client, Utilities is seeking a Contact Center Engineer/Analyst to join their team. As a Contact Center Engineer/Analyst , you will be part of the Contact Center Transformation and Operations team supporting the CCaaS platform and reliable contact center service delivery. The ideal candidate will have strong Amazon Connect / CCaaS support experience, proven contact center operations and troubleshooting skills, and hands-on AWS and integration experience, which will align successfully in the organization.

Job Title: Contact Center Engineer/Analyst

Location: Orange, Connecticut (Primarily onsite at the Orange, CT office)

Pay Range:$60

What's the Job?

• 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.

What's Needed?

• 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 to recommend enhancements based on platform behavior.

What's in it for me?

• Work on a mission-critical contact center platform that directly impacts customer experience and operational reliability.
• Collaborate with business stakeholders, architects, developers, and support teams to drive continuous improvement.
• Take ownership of requirements, testing coordination, and production support activities in a structured environment.
• Contribute to platform performance monitoring and actionable recommendations for service quality.
• High likelihood of extension, supporting long-term impact on ongoing operations.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.