Amazon
Technical Specialist, AWS CS Telecom Support
Amazon, Dallas, Texas, United States, 75215
Technical Specialist, AWS CS Telecom Support
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. 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 to provide a truly frustration-free, easy-to-use, extensible, and natural customer experience.As part of the AWS Solutions organization, we have a vision to provide business applications that are used by millions of companies worldwide to manage day-to-day operations. We are seeking Telecom Support Specialists who are experts in managing porting phone numbers for AWS services (Amazon Connect, Chime, etc.) 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.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 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.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 while keeping AWS support cases 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.Assist internal teams in identifying and scoping long term product automation solutions.Provide excellent customer support and immediate response to customer inquiries.Minimum Qualifications:3+ years of telephony porting technical support experience.Bachelor's degree in computer science or equivalent.Previous porting or LNP (local number portability) experience.Experience troubleshooting porting related systems.Operational experience in a 24/7 production environment.Experience working as part of a global team.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.This position will remain posted until filled. Applicants should apply via our internal or external career site.
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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. 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 to provide a truly frustration-free, easy-to-use, extensible, and natural customer experience.As part of the AWS Solutions organization, we have a vision to provide business applications that are used by millions of companies worldwide to manage day-to-day operations. We are seeking Telecom Support Specialists who are experts in managing porting phone numbers for AWS services (Amazon Connect, Chime, etc.) 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.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 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.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 while keeping AWS support cases 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.Assist internal teams in identifying and scoping long term product automation solutions.Provide excellent customer support and immediate response to customer inquiries.Minimum Qualifications:3+ years of telephony porting technical support experience.Bachelor's degree in computer science or equivalent.Previous porting or LNP (local number portability) experience.Experience troubleshooting porting related systems.Operational experience in a 24/7 production environment.Experience working as part of a global team.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.This position will remain posted until filled. Applicants should apply via our internal or external career site.
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