Job Description

At NeuraFlash, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash is the place for you.

Summary:

The Support Engineer, Amazon Connect will work to respond to customer needs effectively and efficiently. This individual acts as a point of contact to coordinate and escalate to resolve customer-impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and overall customer relationship management during the lifecycle of a raised incident. This position requires a passion for problem-solving, a sense of urgency, understanding of the Amazon Connect application, and learning new concepts. We are building a best-in-class technical support team to handle 24x7x365 issues for our clients. Through handling incoming chats, emails, and cases from our existing customers, we provide support for Severity 1 and Severity 2 issues impacting critical operations.

AS A SUPPORT ENGINEER YOU WILL HAVE THE OPPORTUNITY TO:

• Resolve customer service issues and skillfully manage complex customer service problems
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Provide timely and accurate status updates on cases, projects, and tasks as needed
• Anticipate and proactively address potential issues before they become problems for clients
• Identify and propose solutions to improve the efficiency and effectiveness of the support team and processes
• Collaborate on NeuraFlash's Managed Services Support Team initiatives such as development and product management, to identify and prioritize improvements to the Amazon Connect platform
• Stay up to date on new Amazon Connect features and updates and assess their impact on clients' environments
• Communicate effectively with clients and internal stakeholders to gather requirements, provide status updates, and present technical solutions
• Take thorough and accurate notes during meetings and follow up on any action items assigned
• Clearly communicate any issues or concerns raised during meetings to relevant stakeholders
• Contribute to continuous improvement efforts to optimize support processes and reduce resolution time
• Develop and maintain technical documentation for internal and external use
• Seek out opportunities to improve the customer experience and increase customer satisfaction
• Take initiative to learn and develop new skills and stay up to date on industry best practices and trends
• Assist developers to troubleshoot issues with Lambdas and Amazon Flows
• Ability to pull and review Amazon Cloud Watch Logs
• Ability to communicate technical best practices to customers
• Possess and maintain current Amazon certifications and knowledge
• Meet any additional certification requirements as needed for the role or as required by NeuraFlash
• Stay up to date on certification requirements and renew certifications as needed
• Act as a subject matter expert and provide technical guidance to team members and clients

24x7 On-Call Requirements:

• On-call shifts
• 1-2 weekends per month - Friday 4pm CST through Monday 12:30am CST
• 1 week per month - Monday-Friday, evenings only: 4pm-12:30am CST
• Respond to notifications of Severity 1 and Severity 2 cases within SLA requirements
• Initiate contact with customers on Severity 1 and Severity 2 cases to understand the issue and begin troubleshooting

QUALIFICATIONS:

• Minimum of 2 years of Customer Service Experience
• Excellent understanding of AWS/Amazon Connect best practices and functionality
• Ability to navigate Amazon Connect and Cloud Watch
• Proven interest in Technology, Consulting, and AWS services
• Experience working with Salesforce Service Cloud and Service Cloud Voice is a plus
• Understanding of Salesforce custom apps, objects, formula fields, flows is a plus
• A demonstrated ability to understand and articulate complex requirements is a plus
• Familiarity with Waterfall & Agile project management methodologies is a plus
• Excellent communication, presentation, and writing skills
• Ability to work under pressure and meet customer deadlines
• Proficiency in object-oriented database principles, Microsoft Excel data manipulation, GSuite products (Gmail, Google Calendar, Google Docs, Sheets, Slides, etc.)
• Four-Year college degree or related technical degree

What’s it like to be a part of NeuraFlash?

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash Family who work remotely, we’re focused on keeping everyone connected and unified as one team.
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.

Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations within the United States. If you prefer to work from home, we can accommodate remote locations for our employees based in the United States, anywhere within Alberta, British Columbia, or Ontario for our Canada-based employees, anywhere in India for our India-based employees, and anywhere within Colombia for our Colombia-based employees!

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