WHY NEURAFLASH:

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.

24X7 ON-CALL REQUIREMENTS:

• On-call shifts
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• 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
• AWS Cloud Practitioner Certification
• 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

Please refer the Job description for details