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Technology Support II

JPMorgan Chase
New York City, USA
Full-time
Mid
Onsite
Discovered 1 weeks ago

Full Job Posting

Job Responsibilities

  • Administer and maintain Amazon Connect environments, including CCP, contact flows, queues, routing profiles, agent configurations, hierarchies, IVR menus, prompts, quick connects, and hours of operation.
  • Support day-to-day telecom and contact center operations by monitoring system performance, analyzing service-impacting issues, and ensuring platform stability.
  • Troubleshoot telephony, agent login, call routing, queue, and contact flow issues, providing timely resolution and root cause analysis for incidents and outages.
  • Collaborate with business, telecom, infrastructure, and application teams to coordinate issue resolution, service restorations, and technology enhancements.
  • Support testing, deployments, change management, contact center migrations, and platform modernization initiatives, while participating in production support, on-call rotations, and after-hours implementation activities.
  • Support AWS-integrated services including Amazon Connect, Lambda, Lex, DynamoDB, S3, and CloudWatch.
  • Create and maintain technical documentation, operational procedures, support guides, and configuration records.
  • Foster a culture of teamwork, inclusion, accountability, and continuous improvement.
  • Required qualifications, skills, and capabilities
  • Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent combination of education and experience.
  • Minimum 2 years of experience supporting telecom, IVR, or contact center technologies.
  • Experience administering and supporting Amazon Connect.
  • Basic understanding of AWS cloud services and integrations, including Lambda, Lex, DynamoDB, and S3.
  • Experience with ITIL processes, Service Desk ticketing platforms and Jira.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work independently and make sound technical decisions in a fast-paced operational environment.

Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent combination of education and experience.
  • Experience with ITIL processes, Service Desk ticketing platforms and Jira.

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