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Technical Specialist, AWS CS Telecom Support ID-10920

About the position

The Technical Specialist, AWS CS Telecom Support role at Amazon Web Services (AWS) focuses on providing technical support for telephony porting and number management within the Amazon Connect platform. This position is crucial for ensuring seamless customer experiences by managing phone number porting processes, supporting telecom infrastructure, and collaborating with product management and telephony providers. The role requires a strong technical background, customer obsession, and the ability to thrive in a fast-paced environment, contributing to the growth and innovation of AWS services.

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Responsibilities

  • Process port ins and port outs of phone numbers.
  • Register and configure SMS services.
  • Procure new customer phone numbers and manage number migrations.
  • Conduct audits and participate in special projects related to telecom support.
  • Work closely with product management and telephony providers to understand porting and number management processes.
  • Provide order management for local, off-net, and toll-free numbers with high accuracy.
  • Maintain professional communication with customers, vendors, and internal teams via various channels.
  • Follow up on incomplete or rejected orders and keep support cases updated.
  • Collaborate with team members to enhance the porting and number ordering experience.
  • Cultivate relationships with external carriers for faster problem resolution.
  • Assist internal teams in identifying long-term product automation solutions.
  • Provide excellent customer support and respond promptly to inquiries.

Requirements

  • 3+ years of telephony porting technical support experience.
  • Bachelor's degree in computer science or equivalent.
  • Previous experience with porting or local number portability (LNP).
  • Experience troubleshooting porting-related systems.
  • Operational experience in a 24/7 production environment.
  • Ability to work as part of a global team.

Nice-to-haves

  • Experience with AWS services such as Amazon Connect, Chime, S3, AI, and AWS Lambda.
  • Strong understanding of porting methodology and tools.
  • Experience in product management.

Benefits

  • Comprehensive health insurance coverage.
  • 401(k) retirement savings plan.
  • Paid time off and holidays.
  • Employee discounts on products and services.
  • Tuition reimbursement for further education.
  • Professional development opportunities.
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