Junior Solution Engineer – Amazon Connect

Job Description

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company’s proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients’ most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a ‘Best Place to Work’ with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Junior Solution Engineer for Amazon Connect is responsible for advanced operational support, troubleshooting, and configuration management of customer Amazon Connect contact center environments within a managed services model. This role serves as the primary escalation point from Tier 1 and focuses on platform stability, complex issue resolution, and customer-facing operational support that does not require full development or architectural design.

Schedule:  Tuesday – Friday, 10AM – 9PM Central Time

• Execute and validate approved low-risk production changes across the platform.
• Update and maintain configurations including contact flows, IVR tuning, prompts, and routing logic
• Ensure accuracy and compliance with established change management standards
• Monitor platform health using system and cloud-based monitoring tools
• Identify trends, recurring issues, and potential service degradation
• Perform proactive remediation to maintain stability and performance
• Support service reporting and availability monitoring efforts
• Collaborate with customers, Tier 3 engineers, and internal teams to resolve issues and deploy solutions
• Mentor Tier 1 analysts and contribute to operational reviews and governance activities
• Document and provide initial troubleshooting findings for escalation to higher-tier engineering teams

Qualifications

• 2–4 years of experience supporting Amazon Connect in a managed services or operational environment
• 3+ years of IT experience, including at least 1 year supporting cloud-based or contact center solutions
• Strong knowledge of contact center configurations including contact flows, queues, routing profiles, and security profiles
• Understanding of telephony fundamentals and cloud-based contact center solutions
• Familiarity with ITIL-aligned incident and change management processes
• Ability to support multi-channel communication environments
• Working knowledge of AWS services and Amazon Connect platform capabilities
• Experience operating in structured support environments with escalation and incident management responsibilities
• Exposure to after-hours or on-call support rotations
• AWS Cloud Practitioner certification within 30 Days Required