Technology Support Engineer

Technology Support Engineer

Information Systems

Help Desk / Technical Support

$ 70 - $ 72 / Hour

location_onHartford, Connecticut

acuteContractor

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Your Role

Akkodis is seeking a Technology Support Engineer for a Contract job with a client in Hartford, CT. The ideal candidate will have strong experience with Amazon Connect (CCaaS), Contact Center Operations, AWS technologies, and enterprise integrations, along with the ability to support platform enhancements, production operations, and business transformation initiatives.

Rate Range: $70/hour to $72/hour; The rate may be negotiable based on experience, education, geographic location, and other factors.

Technology Support Engineer Job Responsibilities Include:

• Support the configuration, administration, enhancement, and day-to-day operations of the Amazon Connect contact center platform.

• Troubleshoot and resolve contact center issues related to call routing, agent performance, integrations, IVR functionality, and platform operations.

• Gather, analyze, and document business and technical requirements to support system enhancements, operational improvements, and transformation initiatives.

• Coordinate testing activities, deployment efforts, production support processes, and system validation initiatives to ensure solution quality and stability.

• Support integrations between Amazon Connect, AWS services, enterprise applications, CRM solutions, and third-party platforms.

• Monitor platform performance, identify optimization opportunities, and recommend improvements that enhance reliability, efficiency, and customer experience.

• Develop and maintain technical documentation, operational procedures, support guides, and knowledge base articles.

Desired Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical discipline.

• A minimum of seven years of experience supporting contact center technologies, cloud-based communications platforms, or customer service solutions.

• Strong hands-on experience with Amazon Connect or other Contact Center as a Service (CCaaS) platforms.

• Experience supporting contact center operations, call flows, routing strategies, workforce support processes, and customer engagement technologies.

• Strong understanding of AWS cloud services, integrations, APIs, and enterprise application connectivity.

Preferred Qualifications:

• Experience supporting utility industry organizations, customer service operations, or regulated industry environments.

• Knowledge of Salesforce integration and CRM platform connectivity within contact center ecosystems.

• Experience with Conversational AI, Virtual Agents, Chatbots, IVR solutions, and customer self-service technologies.

• Familiarity with cloud contact center architecture, telephony integrations, and omnichannel customer service platforms.

• Experience coordinating production support activities, incident management, release management, and platform governance initiatives.

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Vaibhav.Singh@akkodisgroup.com

Pay Details: $70.00 to $72.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Ref: 1650645

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