Seeking a senior telephony engineer to co-lead design, development, and optimization of our Amazon Connect contact center integrated with Salesforce Service Cloud Voice. You’ll be one of two technical owners for voice architecture, IVR/contact flows, Computer Telephony Integration (CTI), and analytics, and work closely with our data/integration team.
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As a Technical Support Specialist, you will work directly with customers to help solve complex technical and operational questions. This role involves handling escalated customer cases, analyzing issues, training the Frontline Support team, and creating internal documentation. You'll collaborate with developers and product management to resolve issues, suggest product enhancements, and ensure customer satisfaction.