Network Voice (UCC Tools): Amazon Connect - "Techno Functional Expert"
K-Tek Resourcing LLC
Dice Job Match Score™
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Job Details
Skills
- Amazon Web Services
- Business Analysis
- Collaboration
- Customer Experience
- Customer Relationship Management (CRM)
- Documentation
- Issue Resolution
- Network
- Process Improvement
- Release Management
- Root Cause Analysis
- Routing
- Stakeholder Management
- Training
- Workforce Management
Summary
Role :- Network Voice (UCC Tools): Amazon Connect - "Techno Functional Expert"
Location :- Seattle, WA(Onsite)
Job Description :-
Define and drive Amazon Connect architecture, strategy, integrations, and platform modernization initiatives to achieve business and customer experience objectives.
12+ yrs of Experience Required
Serve as the primary functional and technical SME for Amazon Connect platform operations.
Define platform strategy, enhancements, and business-aligned transformation initiatives.
Gather and translate business requirements into technical solutions.
Configure and optimize contact flows, routing strategies, and call handling processes.
Lead integrations with CRM, workforce management, and third-party systems.
Collaborate with business stakeholders to improve customer and agent experiences.
Drive platform governance, release management, and change implementation activities.
Conduct impact assessments and recommend process improvements.
Support troubleshooting, root cause analysis, and issue resolution.
Develop documentation, training materials, and operational best practices.
Amazon Connect, Contact Flows, AWS Services, Business Analysis, Integration Design, Stakeholder Management.
- Dice Id: 10411276
- Position Id: 9077967
- Posted 20 hours ago
Company Info
Vision
To be a trusted partner and advisor to our customers
Mission
At K-Tek we believe in understanding the specific needs of the customer and tailor-creating innovative solutions to meet these needs. We invest in our employees and customers. We build a relation of trust with our customers through empathy, solutions and being the first time right.
Who We Are & What We Do
K-Tek Resourcing is a consulting organization with offices in Houston TX and St. Paul, MN. It is supported by 2 global delivery centers, located in India. With its global employee strength of over 250, K-Tek has been supporting its clients for over 9 years. We have been consistently achieving a growth of 30% Year on Year. We have an extensive experience of working in domains including BFSI, Retail, Healthcare and Pharma, Oil & Gas, Travel & Hospitality and Insurance. The technologies we service are IT Infrastructure, Mobile Technologies, Cloud & Big Data Solutions. We understand the needs of our customers and provide them with customized solutions and resources with the tenet of being the "First Time Right".
Values
-Commitment to our customers success through Integrity
-Excellence through Quality
-Growth through customer value creation
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