The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.
Qualifications:
Amazon Connect CCaaS Hands on experience, not AWS infrastructure.
Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred)
A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.
Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.
Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.
Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.
Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders.
Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders.
In-person interviews will be conducted for this requirement
Education:
Engineering, or a related field or The equivalent combination of education and successful work experience
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