Description

Lead the migration from legacy contact center systems to Amazon Connect by designing and implementing complex contact center solutions.

Responsibilities

• Design and implement contact flows, IVR, queues, and agent configurations using the full Amazon Connect suite.
• Develop custom integrations between Amazon Connect and CRM systems like Salesforce and ServiceNow, as well as ERP and monitoring tools.
• Optimize contact center performance by analyzing call flow data and addressing bottlenecks to reduce handling times.
• Configure voice and chat capabilities, including speech recognition, text-to-speech, and outbound dialing.
• Troubleshoot and resolve technical issues related to Amazon Connect and its various integrations.

Required Skills

• 5+ years of experience in Contact Center technologies and Cloud Architecture.
• 5+ years of hands-on experience with Amazon Connect and AWS.
• Deep knowledge of Amazon Connect features including Contact Lens and AWS LEX bots.
• Experience integrating Amazon Connect with AWS services such as Lambda, SQS, and SNS.
• Proficiency with AWS infrastructure including ECS, S3, Lambda, Aurora PostgreSQL, and DynamoDB.
• Hands-on experience with Terraform (2+ years).
• Strong programming skills in Java and Spring Boot.
• Experience with SQL and NoSQL databases including AWS RDS and Aurora.
• Knowledge of DevOps practices using Jenkins, Spinnaker, and Git.
• Understanding of security protocols including IAM, SAML, SSO, and compliance standards like PCI DSS, PII, HIPAA, and GDPR.
• Familiarity with networking concepts and protocols within telephony environments.
• Experience working in Agile environments using Jira.

Preferred Skills

• Experience with Genesys on-premises systems and contact center or cloud migrations.
• Knowledge of AI/ML technologies such as AWS Transcribe, Bedrock, Comprehend, or SageMaker.
• Experience integrating with WFM systems like Verint.

Key Skills

Education

Bachelor s degree in computer science, Information Systems