{"id":4153456,"url":"https://alion.io/job/jpmorganchase-infrastructure-engineer-ii-amazon-connect","title":"Infrastructure Engineer II - Amazon connect","company":{"id":257,"name":"JPMorganChase","domain":"jpmorganchase.com","url":"https://alion.io/company/jpmorganchase","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":1016,"ghost_share":0.009,"stale_share":0.628,"repost_share":0.048,"time_to_fill_p50_days":15,"computed_at":"2026-11-12T10:38:37Z"}},"role":"DevOps","role_family":"DevOps","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon S3","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"DynamoDB","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-09T21:54:12Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-12T14:05:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We are seeking a passionate and talented Infrastructure Engineer II to join our team in supporting and expanding our Amazon Connect telecom infrastructure.\nWe are looking for an engineer who can help us extend our infrastructure to new global regions, support existing implementations, and innovate telecom network operations through advanced tooling and processes to enhance customer experience. Join our team and be part of managing one of the largest volumes of phone calls in contact center platforms globally for Chase Travel.\nAs an Infrastructure Engineer II at JPMorganChase within Chase Travel, you utilize strong knowledge of software, applications, and technical processes within\nthe infrastructure engineering discipline. Apply your technical knowledge and problem-solving methodologies across multiple applications of moderate\nscope.\nJob Responsibilities:\nAdminister and maintain Amazon Connect environments, including CCP, contact flows, queues, routing profiles, agent configurations, hierarchies, IVR menus, prompts, quick connects, and hours of operation. \nSupport day-to-day telecom and contact center operations by monitoring system performance, analyzing service-impacting issues, and ensuring platform stability. \nTroubleshoot telephony, agent login, call routing, queue, and contact flow issues, providing timely resolution and root cause analysis for incidents and outages. \nCollaborate with business, telecom, infrastructure, and application teams to coordinate issue resolution, service restorations, and technology enhancements.\nSupport testing, deployments, change management, contact center migrations, and platform modernization initiatives, while participating in production support, on-call rotations, and after-hours implementation activities. \nSupport AWS-integrated services including Amazon Connect, Lambda, Lex, DynamoDB, S3, and CloudWatch. \nCreate and maintain technical documentation, operational procedures, support guides, and configuration records. \nFoster a culture of teamwork, inclusion, accountability, and continuous improvement.\n\nRequired qualifications, skills, and capabilities:\nBachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent combination of education and experience. \nMinimum 2 years of experience supporting telecom, IVR, or contact center technologies. \nExperience administering and supporting Amazon Connect. \nBasic understanding of AWS cloud services and integrations, including Lambda, Lex, DynamoDB, and S3. \nExperience with ITIL processes, Service Desk ticketing platforms and Jira. \nStrong troubleshooting, analytical, and problem-solving skills. \nExcellent written, verbal, and 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