Skill Highlights- please indicate the # of years on each of the following skills:
- Amazon Connect
- Product Management
- Telephony
Key Responsibilities:
Day-to-Day Administration:
Routing Configurations: Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution
User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs
Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
Reporting and Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics
Strategic Guidance:
Provide architectural recommendations to improve the Connect deployment and scale for future growth
Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
Document best practices, runbooks, and SOPs for ongoing Connect operations
Mentor and upskill existing team members on Amazon Connect capabilities
Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations
Required Qualifications:
5 plus years of hands-on experience administering Amazon Connect instances in a production environment
Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
Experience with user and security profile management, IAM policies, and access controls.
Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
Strong troubleshooting skills for contact center platform issues
Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
Preferred Qualifications:
Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics
Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB
Familiarity with workforce management (WFM) tools and their integration with Connect
Prior experience working with or for Concentrix or similar BPO/contact center service providers
Knowledge of telephony concepts: SIP, PSTN, DID management.
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