Job Title

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 publicsector organizations. They design, operate, and continuously improve secure, largescale contact centre platforms built on modern cloud technologies. The team works on missioncritical 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 contactcentre engineering teams. About the Role As an L2 Support Analyst, youll be responsible for the daytoday operational health of Amazon Connect environments. Youll handle incidents, execute operational changes, follow runbooks, and ensure systems remain stable after golive. This role sits between frontline support and engineering. Youll 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 problemsolving, clear ownership, and working in production cloud environmentsthis role offers meaningful responsibility without being a pure engineering position. What Youll Be Responsible For Incident & Operational Support Monitor and respond to production incidents (P1P4) 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 postgolive transitions by confirming monitoring, access, alerts, and backups are in place Working with Engineering & DevOps Operate in multiaccount AWS environments with defined access controls Understand how CI/CD pipelines and infrastructure deployments work (no coding required) Trigger preapproved maintenance or operational tasks when permitted Provide feedback to engineering teams to improve system stability and automation Technologies Youll 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, XRay, IAM, Secrets Manager, KMS Tooling: Jira, GitHub or CodeCommit, CI/CD pipelines Telephony Context: Carrier/SBC awareness for callquality and incident triage Why This Role Work on real production systems with enterprise and publicsector impact Clear boundaries between operations and engineeringno 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 12+ years supporting Amazon Connect in production environments Strong handson 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 contactcenter certifications Exposure to analytics or reporting tools (Contact Lens, Athena, Glue, Redshift) Basic understanding of SIP or callquality troubleshooting Bilingual in English and French #J-18808-Ljbffr