Experienced Remote L2 IPT Amazon Connect Engineer – Cloud Contact Center Solutions and Technical Support Specialist

Introduction to NTT DATA and the Role

NTT DATA, a $30 billion trusted global innovator of business and technology services, is seeking an experienced and skilled L2 IPT Amazon Connect Engineer to join our team. As a remote position, you will have the opportunity to work from the comfort of your own home and be part of a dynamic team that is committed to delivering exceptional cloud contact center solutions and technical support to our clients. Our company serves 75% of the Fortune Global 100 and is dedicated to helping clients innovate, optimize, and transform for long-term success.

As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are one of the leading providers of digital and AI infrastructure in the world, and we are committed to making a positive impact on society and the environment.

Job Summary

We are actively looking for an L2 IPT Engineer with strong competence in Amazon Connect and InContact. The successful candidate will have not only operational capability to support platform clients but also engineering capability to work through call flows and troubleshoot platform issues. This is an exciting opportunity to join a team of innovative and passionate individuals who are dedicated to delivering exceptional results and driving success.

The ideal candidate will have a strong and diverse skillset in relevant areas, including cloud contact center solutions, technical support, and engineering. We offer a clear and simple compensation package, including a competitive salary and benefits, as well as opportunities for career growth and professional development.

Key Responsibilities

• Provide technical support and engineering expertise to clients using Amazon Connect and InContact platforms
• Work through call flows and troubleshoot platform issues to resolve technical problems and improve system performance
• Collaborate with cross-functional teams to design, implement, and optimize cloud contact center solutions
• Develop and maintain technical documentation and knowledge base articles to support client onboarding and training
• Participate in ongoing training and professional development to stay up-to-date with the latest technologies and trends in cloud contact center solutions
• Provide exceptional customer service and support to clients, ensuring high levels of satisfaction and loyalty
• Work closely with the sales team to identify new business opportunities and develop solutions to meet client needs
• Contribute to the development of best practices and standards for cloud contact center solutions and technical support

Essential Qualifications

To be successful in this role, you will need to have the following essential qualifications:

• Strong technical skills and experience with Amazon Connect and InContact platforms
• Proven experience in cloud contact center solutions and technical support
• Excellent problem-solving and troubleshooting skills, with the ability to work through complex technical issues
• Strong communication and interpersonal skills, with the ability to work effectively with clients and cross-functional teams
• Ability to work independently and as part of a team, with a strong focus on delivering exceptional results and driving success
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions
• Experience with cloud-based technologies and platforms, including Amazon Web Services (AWS)
• Strong understanding of contact center operations and technologies, including call flows, routing, and reporting

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be considered an asset:

• Experience with other cloud contact center platforms, such as Genesys or Five9
• Knowledge of programming languages, such as Python or Java
• Experience with data analytics and reporting tools, such as Tableau or Power BI
• Certifications in Amazon Connect or other cloud contact center platforms
• Experience working in a fast-paced, dynamic environment, with a strong focus on innovation and continuous improvement
• Strong business acumen and understanding of the contact center industry, including trends and best practices

Skills and Competencies

To be successful in this role, you will need to have the following skills and competencies:

• Technical skills: Strong technical skills and experience with Amazon Connect and InContact platforms, as well as other cloud-based technologies and platforms
• Problem-solving skills: Excellent problem-solving and troubleshooting skills, with the ability to work through complex technical issues
• Communication skills: Strong communication and interpersonal skills, with the ability to work effectively with clients and cross-functional teams
• Analytical skills: Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions
• Collaboration skills: Ability to work independently and as part of a team, with a strong focus on delivering exceptional results and driving success
• Adaptability: Ability to work in a fast-paced, dynamic environment, with a strong focus on innovation and continuous improvement
• Customer focus: Strong customer focus, with a commitment to delivering exceptional customer service and support

Career Growth Opportunities and Learning Benefits

At NTT DATA, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including:

• Technical training and certification programs
• Leadership development programs
• Mentorship and coaching programs
• Opportunities for career advancement and professional growth
• Access to a range of online learning resources and tools

We also offer a range of benefits, including flexible working arrangements, competitive salary and benefits, and a range of employee recognition and reward programs.

Work Environment and Company Culture

At NTT DATA, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. We offer a range of programs and initiatives to support employee well-being, including:

• Flexible working arrangements
• Employee recognition and reward programs
• Access to a range of online learning resources and tools
• Opportunities for career advancement and professional growth
• A range of social and community events and activities

We are also committed to diversity and inclusion, and we welcome applications from people of all backgrounds and perspectives.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive benefits package, including medical, dental, and vision insurance
• Flexible spending or health savings account
• Life and AD&D insurance
• Short- and long-term disability coverage
• Paid time off and employee assistance programs
• Participation in a 401k program with company match
• Access to a range of online learning resources and tools

We also offer a range of perks and benefits, including flexible working arrangements, employee recognition and reward programs, and access to a range of social and community events and activities.

Conclusion

If you are a motivated and experienced L2 IPT Amazon Connect Engineer looking for a new challenge, we encourage you to apply for this exciting opportunity. At NTT DATA, we are committed to helping our employees grow and develop in their careers, and we offer a range of training and development programs to support your success.

Don't miss out on this opportunity to join a dynamic team of innovative and passionate individuals who are dedicated to delivering exceptional results and driving success. Apply today and take the first step towards an exciting and rewarding career with NTT DATA!

Apply now and become a part of our team!