The AWS SME will play a critical role in optimizing and transitioning contact center to Amazon Connect, focusing on solution design, configuration, and implementation. The key responsibilities include:
- Evaluating the current system and defining the optimal Amazon Connect architecture.
- Designing a scalable, secure solution integrated with existing systems (e.g., CRM, IVR).
- Configuring Amazon Connect for call flows, routing strategies, and customer interaction management.
- Setting up integrations with AWS services (Lambda, Lex, S3) and third-party systems.
- Establishing security protocols in line with legal standards (e.g., HIPAA, CJIS).
- Overseeing the migration of contact center data and ensuring minimal disruption.
- Providing technical support and post-go-live troubleshooting.
- Training IT staff and contact center managers on Amazon Connect administration.
4. Required Skills and Experience:
The following outlines the preferred qualifications for this position:
- Design and implement Amazon Connect contact center solutions for our business
- Developing and deploying Amazon Connect features
- Collaborate with development team to integrate Amazon Connect with other systems and platforms
- Configuring workflows and integrations
- Provide technical support and troubleshooting Amazon Connect issues
- Analyze and optimize contact center performance and efficiency
- Develop and maintain documentation for Amazon Connect configurations and processes
- Continuously stay up-to-date with the latest Amazon Connect features and best practices
- Work closely with cross-functional teams, including business and IT, to ensure seamless customer interactions.
- Proficient in AWS services such as Lambda, Lex (for AI-driven chatbots), and Kinesis.
- Experience in integrating Amazon Connect with other platforms (e.g., CRM, workforce management, analytics platforms). Knowledge of Salesforce preferred.
· Experience working with business stakeholders in related industries
· Experience with and understanding of full project or product lifecycle
Bachelor’s degree in computer science or related field, 5+ years of experience with cloud-based technologies. Proficiency in Java, Python, or AWS SDKs and strong problem-solving
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