Description

Key Skills: Amazon Connect, AWS Lambda, DynamoDB, Lex Bots, Python, Node.js, Java, API Integration, Call Routing, Contact Flows

Good to Have Skills: Experience in contact center environments such as Genesys, Avaya, and Cisco. Familiarity with version control tools like GIT, GitHub, and TFS. Experience with CI/CD tools such as Terraform, CloudFormation, or GoCD. Strong problem-solving, debugging, and troubleshooting abilities.

Roles & Responsibilities:

• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build Call flow designs and integration to backend systems using application program interfaces.
• Manage NICE BU and provide input into solution design, and optimization for network solutions.
• Provide routing design and implementation for contact center technology solutions and configurations.
• Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs.
• Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise.
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.

Experience Required: 2+ years of hands-on experience designing and building Amazon Connect contact flows with DynamoDB, Lambda, and Lex Bots. Proven expertise in Amazon Connect, including portal widget integration, CRM integration, chatbot development, email, and SMS solutions. Strong experience in call routing design including routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing

Key Skills

Education

Any Graduate