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)

Operational Readiness & Quality

Working with Engineering & DevOps

Technologies You’ll Work With

Why This Role

Must Have Skills

Nice to Have Skills

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