L2 Support Analyst – Amazon Connect

Location: REMOTE / Toronto, Ontario. This job allows you to work remotely.

About the Company

Our client is a cloud communications and customer experience services partner supporting enterprise and public‑sector organizations. They design, operate, and continuously improve secure, large‑scale contact centre platforms built on modern cloud technologies.

The team works on mission‑critical customer engagement environments, where reliability, accessibility, and operational excellence matter. This is an opportunity to support production systems used by thousands of agents and customers every day, while collaborating with experienced cloud and contact‑centre engineering teams.

About the Role

As an L2 Support Analyst, you’ll be responsible for the day‑to‑day operational health of Amazon Connect environments. You’ll handle incidents, execute operational changes, follow runbooks, and ensure systems remain stable after go‑live. This role sits between frontline support and engineering. You’ll own incident triage, coordination, and resolution within approved guardrails, while partnering with senior engineers when deeper code or infrastructure changes are required. If you enjoy structured problem‑solving, clear ownership, and working in production cloud environments—this role offers meaningful responsibility without being a pure engineering position.

What You’ll Be Responsible For

Incident & Operational Support

• Monitor and respond to production incidents (P1–P4) in Amazon Connect environments
• Triage issues, follow runbooks, and gather logs and metrics to assess impact
• Coordinate incident calls and provide clear updates to stakeholders
• Escalate complex issues to engineering teams and stay accountable through resolution

Operational Changes (MACD)

• Add, remove, and update agents, users, roles, queues, skills, and routing configurations
• Maintain business hours, holiday schedules, emergency messaging, and prompt libraries
• Apply approved configuration changes such as routing thresholds and feature toggles
• Manage contact attributes, quick connects, and notification settings

Operational Readiness & Quality

• Perform daily and weekly system health checks and dashboard reviews
• Maintain accurate tickets, documentation, and support records
• Update runbooks, SOPs, and knowledge articles as systems evolve
• Support post‑go‑live transitions by confirming monitoring, access, alerts, and backups are in place

Working with Engineering & DevOps

• Operate in multi‑account AWS environments with defined access controls
• Understand how CI/CD pipelines and infrastructure deployments work (no coding required)
• Trigger pre‑approved maintenance or operational tasks when permitted
• Provide feedback to engineering teams to improve system stability and automation

Technologies You’ll Work With

• Amazon Connect (queues, routing, contact flows, reporting)
• Amazon Lex V2 (operational support)
• AWS Services: CloudWatch, Lambda, API Gateway, DynamoDB, S3, Step Functions
• Observability & Security: CloudTrail, X‑Ray, IAM, Secrets Manager, KMS
• Tooling: Jira, GitHub or CodeCommit, CI/CD pipelines
• Telephony Context: Carrier/SBC awareness for call‑quality and incident triage

Why This Role

• Work on real production systems with enterprise and public‑sector impact
• Clear boundaries between operations and engineering—no blurred expectations
• Exposure to modern cloud, contact centre, and DevOps practices
• Strong documentation, process, and support culture
• Opportunity to grow deeper into cloud operations or move toward L3 over time

Must Have Skills

• 3+ years of experience in L2 application or platform support
• 1–2+ years supporting Amazon Connect in production environments
• Strong hands‑on experience with AWS operational tools
• Comfort working in structured, regulated, or enterprise environments
• Clear communicator who can coordinate incidents and provide confident updates
• Experience executing operational changes within defined guardrails

Nice to Have Skills

• AWS Cloud Practitioner or SysOps Administrator certification
• Amazon Connect or contact‑center certifications
• Exposure to analytics or reporting tools (Contact Lens, Athena, Glue, Redshift)
• Basic understanding of SIP or call‑quality troubleshooting
• Bilingual in English and French