Position Description: Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application. Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers. Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers. Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 resources