AWS Connect Leader

Overview

Remote
Depends on Experience
Contract - Independent
Contract - 12 Month(s)

Skills

Management of Consultants or Process Transformation/Improvement teamExperience within commercial modelling and sizing along with expertise in ability to estimate
size
come up with dependencies/assumptions in solutioning & operating Contact Centers.Experience in creating Contact Center solutions closely with leads and clients
with emphasis on technical solution architecture and design
including telephony
CRM/KM
workforce management
staffing model development
etc

Job Details

Role Name- AWS Connect Leader

Location- Remote with some travel

Full Time Role

Note: We are not looking for AWS connect Architect. We are looking for AWS connect Leader who has experience in end to end implementation of AWS connect. Who has done Pre-sales, solutions, along with delivery. Apart from all these AI [ Conversational (must have) & Gen AI (Good to have) Solutions.

Principle Duties and Responsibilities

  • Experience of solutions for Contact Centers and digital channels
  • Experience in building solution and implementing Amazon Connect CCaaS
  • Management of Consultants or Process Transformation/Improvement team
  • Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
  • Experience in creating Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
  • Have lead the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.
  • Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
  • Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives.
  • Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
  • Proven success transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
  • Process Improvement methodologies
  • A passion and desire to improve CX and support clients on their journey
  • AI Conversational (must have) & Gen Ai (Good to have) Solutions

Minimum 5 to 10 years of consulting experience or other relevant experience related to successful delivery of Contact Center Technology Solution involving Amazon Connect for opportunities as part of Presales solutions team

Minimum 7 to 10 years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Amazon Connect, Genesys cloud etc. with additional experience is contact center platforms.

Regards

Sagar Tak

Account Manager

Diverse Lynx LLC

Phone: ext 310

Email: | URL:

for our open requirements, please visit

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