Junior Solution Engineer - Amazon Connect

The Junior Solution Engineer for Amazon Connect is responsible for advanced operational support, troubleshooting, and configuration management of customer Amazon Connect contact center environments within a managed services model. This role serves as the primary escalation point from Tier 1 and focuses on platform stability, complex issue resolution, and customer-facing operational support that does not require full development or architectural design.

Qualifications

• 2–4 years of experience supporting Amazon Connect in a managed services or operational environment
• 3+ years of IT experience, including at least 1 year supporting cloud-based or contact center solutions
• Strong knowledge of contact center configurations including contact flows, queues, routing profiles, and security profiles
• Familiarity with telephony fundamentals and cloud-based contact center solutions
• Understanding of ITIL-aligned incident and change management processes
• Ability to support multi-channel communication environments
• Working knowledge of AWS services and Amazon Connect platform capabilities
• Experience operating in structured support environments with escalation and incident management responsibilities
• Exposure to after-hours or on-call support rotations
• AWS Cloud Practitioner certification within 30 Days Required

Benefits

• Comprehensive benefits package including medical, dental, and vision plans, HSA and FSA, income protection through disability and life insurance, and a 401(k) with company match
• Unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to EAP
• Additional offerings such as accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles