Description

Design, develop, and implement AWS Connect processes, including application modifications, workflows, access control, and interfaces.

Responsibilities

• Design and develop solutions within the ServiceNow environment.
• Facilitate requirements gathering, review, and documentation.
• Implement new or modified applications, forms, and workflows to support client processes.
• Provide recommendations for enhancing existing operations and implementing updates.
• Support and enhance existing processes based on new requirements or upgrades.

Required Skills

• 7+ years of experience working with large enterprise frameworks.
• 7+ years of hands-on experience with the AWS Cloud platform.
• 3+ years of hands-on experience working with Amazon Connect.
• 3+ years of experience using Node.js, Python, or Java for development.
• 3+ years of experience designing call routing and messaging.
• Extensive knowledge of IVR, Automatic Call Distribution (ACD), Skill-Based Routing, and Live Chat.
• Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field.
• Ability to obtain and maintain a Public Trust clearance.
• Experience with process flow documentation creation.

Preferred Skills

• Knowledge of CCaaS with Artificial Intelligence (AI) strategies and solutions.
• Experience integrating Pegasystems workflows with CCaaS.
• Experience building reports and dashboards with Tableau.

Key Skills

Education

Bachelor's Degree in Computer Science