AWS Engineer
3 weeks ago
Title: Coordinator - IT Support Platforms
Location: Remote
Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.
Summary:
Within that team, the Platform Coordinator will be responsible for supporting key operations and initiatives to improve customer experience for two of these tools:
• Amazon Connect (Contact Center)
• BeyondTrust Remote Support (Remote Access)
Key Skills:
- AWS
- Amazon Connect
- Responsibilities will include fulfilling requests, troubleshooting issues, performing maintenance, testing new features, and serving as a backup owner for the full portfolio of support tools used by Workplace Operations.
- In addition to routine operations for these tools, this position will support several new and on-going initiatives, including: Configuring and managing user administration for two new support tools. integrating APIs with AWS services for the new tools, migrating to a new cloud Identity Provider and redesigning call flows and cleaning up queues to improve the unified customer experience.
- B.S./B.A. degree in relevant field or equivalent work experience
- Strong communication skills and the ability to work with people of varying technical proficiency
- Expertise with AWS, Amazon Connect, or similar tools
- Experience with Amazon Connect or similar cloud contact center solutions.
- Familiarity with cloud computing environments and a strong understanding of tools and interoperability within Amazon Web Services.
- Excellent communication skills, with the ability to work effectively with individuals of varying technical proficiency.
- A proactive mindset, with a passion for innovation, process improvement, and enhancing customer experiences.
- Knowledge of data governance and best practices in data management and cloud security.
- Experience working with technical platforms in an IT Service Desk environment. • Familiarity with BeyondTrust Remote Support or similar remote desktop tools.
- Experience with ServiceNow as an IT service management platform.
- Interest in creating internal and customer-facing documentation and user guides.
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