Technical Specialist, AWS CS Telecom Support -id-6754
Want to disrupt an industry by delighting customers. Looking for a job where your work can have direct and massive impact. Excited to join one of the newest and most exciting AWS services.
Come be a leader on a team that is building a product that will touch millions of people daily. Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award-winning customer service at massive scale and launching it as a publicly available AWS service.
With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.
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As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations
We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
Industry analysts have said, "Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers." and "Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer-centric solutions with open platform integration with assistance from the partner community."
We are seeking Telecom Support Specialist who are experts in managing porting phone numbers for AWS services [Amazon Connect, Chime etc.] to join our team to help us support and expand the Amazon Connect telecom infrastructure). Tasks will include processing port ins and port outs phone numbers, registering and configuring SMS services, procurement of new customer phone numbers, number migrations, audits and special projects. Your peers will be systems, network and software engineers working to make the AWS Connect platform more capable, scalable, reliable and efficient.
Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP based Call Center Platform
Our technology is compelling, as it solves a common problem in a novel way - and it is unique in the industry. We are looking for Telecom Support Specialist to help us expand our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through tooling and processes to improve customer productivity. Be part of the team that handles large amount of phone calls, among the largest in contact center platforms globally.
The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow
You will be playing a crucial role in developing the next generation telecom infrastructure, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus. The ideal candidate will have deep experience working with, preferably in a large scale, distributed environment. You understand technology and how servers and networks inter-relate.
You regularly take part in deep-dive troubleshooting and conduct technical post-mortem discussions to identify the root cause of complex issues.
Troubleshooting Expert. You look for difficult challenges and revel in the satisfaction of solving complex issues. High pressure situations focuses your attention instead of destroying your concentration
The ideal candidate will love using technology to solve problems with simple solutions. You have a solid understanding of Porting methodology and know how to use the right tool for the right job.
Customer Obsessed. The ideal candidate enjoys working with customers to help them get the best experience using Amazon Connect
Think Big. The ideal candidate will support Porting related activities. You will strive to improve and streamline processes to allow for work on a massive scale.
Key job responsibilities
Work closely with product management and telephony providers to fully understand the US and international porting and number management process.
Provide order management for local, off net and toll-free numbers through various interfaces and 3rd party platforms with a high level of accuracy and quality.
Provide constant, professional communication of information to customers, vendors, and internal team members via email, phone, chat, and customer user interface.
Perform follow up actions as necessary for incomplete orders and/or rejected orders - whilst keeping AWS support cases [and internal tickets] up to date with all timelines.
Collaborate with team members to improve the overall porting and number ordering experience for customers.
Cultivate relationships with external carriers to facilitate faster problem resolution.
Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.
Assist internal teams in identifying and scoping long term product automation solutions.
Provide excellent customer support and immediate response to customer inquiries.
