Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at
About the Role:
we are looking for candidates having Amazon Connect experience, below is the brief JD for the role:
JD & Key Responsibilities:
Incident Management: Proactively monitor Amazon Connect service status, agent performance, and system alerts via CloudWatch. Utility test & Capturing Agent CCP logs. Performing tests and troubleshooting. Perform Problem management and RCA on major incidents and implement corrective actions.
User Management: Perform basic user administration, including creating agent profiles, resetting passwords, and managing security profiles. User /agent / Supervisor additions, Creation of Queue creation, Flow , Security profile, Voicemail etc
Ticket Handling: Respond to service requests, troubleshoot, and resolve initial-level issues related to IVR, call routing, or agent Laptop issues.
Basic Troubleshooting: Address common issues such as call quality complaints, softphone configuration problems, and queue login issues. Investigate and resolve escalated incidents related to call flows, Voice mail, stacking, Lambda function failures, or IVR issues.
Technical Integration: Coordinate with Vendors and Delivery/business for any integrations related issues such as with Lambda, Lex, DynamoDB, and CloudWatch.
Documentation & Escalation: Preparing SOPs .Maintaining and updating the Internal GIT and External Vendor Escalation matrixes. Maintain and update contact flows, telephony routing, and queue settings in Amazon Connect. Update the Knowledge base docs and maintaining in environments.
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to @
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