Amazon Connect Contact Center

Full Time, Part Time, Contract W2, C2H W2, Contract Corp-To-Corp, C2H Independent, C2H Corp-To-Corp, Contract Independent
$

Job Description

Job Title - Amazon Connect Contact Center-L3

Location Raritan, NJ

12 Months

Job Description:-

Role: L3

  • Knowledge of Amazon Connect Contact Center Architecture.

  • Experience with Amazon Connect Contact Flow, Security profile, routing profile and Reporting and queue matrix.

  • Experience with Amazon Lex, Lambda, Simple Storage Service (Amazon S3), Simple Notification Service (Amazon SNS), Athena, Quick sight, Amazon DynamoDB, and Kinesis service and there use cases with Amazon connect services.

  • Amazon connect built-in matrices, Cloud watch logs, alerts and alarms configuration and analysis.

  • Experience with Amazon connect reporting, Call trace record (CTR), Agents evets (AE) and Amazon Connect Contact Flow Logs (AFL) analysis.

  • Experience on Amazon connect reporting integration/streaming with Kinesis,S3,Athena and quick sight.

  • Strong exposure on CTI development, Agent Softphone, Connect CTI integration with ServiceNow, Sales force and voice foundry.

  • Person to have good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues. Must be able to explain technical detail and provide guidance to internal stakeholders.

  • Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.

  • Experience with Amazon Lex, Lambda function, Dynamo DB and IAM

  • Cloud watch logs analysis

  • Person to have good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues. Must be able to explain technical detail and provide guidance to internal stakeholders.

  • Good Knowledge of SIP protocol.

  • Hands on experience on multimedia setup (Voice and Chat) environment.

  • Good knowledge in Database such as SQL, Oracle, MySQL etc.

  • Some experience of Web Services/SOA functions, backend integrations, stored procedures, and scripting is must.

  • Strong exposure on CTI development, Agent Softphone

  • Should have knowledge on python and Jason languages.

Additional preferred experience:

  • Experience with contact center technologies and platforms (i.e. Avaya, Cisco, Five9 etc.)
  • Experience with modern cloud architectures and technologies
  • Recording solution
  • WFM (Work force Optimization)
  • SBC knowledge (Oracle, SonAudioCodes)
  • Virtual Hold
  • Campaign management,
  • CRM Integration like (Sales force, SAP)
  • Nuance Recognizer & Vocalizer

Professional skill

  • Ability to work in large teams and manage project milestones

  • Excellent communications & Effective presentation skills

  • Ability to develop requirements based on client inputs

  • Performance/Status reporting to project leads and leadership

  • Ability to work effectively in a remote, virtual, global environment.

  • Knowledge on ITIL process like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.

  • Provide On-Call support to users by handling Service Requests and Incidents related to Amazon Connect

  • A strong customer focus, with the drive and attitude to go above-and-beyond to deliver on commitments.

  • Vendor Coordination & management

  • Documenting design and build to enhance the technical documentation of solution

Certifications

  • AWS Certified Solutions Architect - Associate
  • AWS Certified SysOps Administrator - Associate

AWS Certified Solutions Architect - Professional

Dice Id : 10421780
Position Id : OOJ - 14278-14296
Originally Posted : 2 months ago
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