Responsibilities

Eligibility Criteria:

·        Experience in IT industry, with focus on Contact Center technologies

·        Experience in designing and implementing Amazon Connect solutions.

·       Should have performed at least 6 Amazon Connect migrations (high / medium complexity)

·       Strong understanding of Amazon Connect and AWS eco system constituting Cognitive CX.

·       Strong understanding with telephony systems and VoIP technologies

·       Expertise in design and implementation of Call back, IVR, routing strategies, CRM integration.

·       Expertise in designing and implementing conversational interfaces using Amazon Lex.

·       Expertise in integration methodologies, Eg: API based, message queues, and middleware.

·       Expertise in building Chat Applications using Amazon Connect Chat and Amazon Lex.

·       Experience in integrating social and other digital media channels  with Amazon Connect chat.

·       Experience in implementing outbound campaigns, proactive notifications with Amazon Connect and other services like Pinpoint, SNS and SES.

·       Experience in creating custom Agent Desktop, Agent Assist solutions, Agent workspace

·       Experience in creating custom Amazon Connect reports and dashboards with QuickSight.

·       Experience in implementing use cases of Amazon Connect Contact Lens, Cases, Tasks, Optimization, Wisdom, Amazon Q in Connect, Voice ID, Connect Data lake etc

·       Know-how of Generative AI solutions using Amazon Connect is preferred.

·       Know-how of AWS CCI solutions is preferred.

·       Experience in DevOps is preferred.

·       Ability to work independently and collaboratively in a fast-paced environment.

·       Excellent communication and interpersonal skills.

·       Good at MS PowerPoint and Excel

Responsibilities:

·       Design and build features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience.

·       Create Proof of Concept for new features released with Amazon Connect

·       Create prototypes / build demos for business scenarios using

·       Amazon Connect features such as Agent workspace, Cases, Tasks, Contact lens, Wisdom, Optimization, Amazon Q in Connect, Voice ID, Amazon Lex and services that are part of Cognitive CX for End to End workflows for industry and vertical requirements.

·       AWS CCI solutions and AWS services part of Cognitive CX.

·       Amazon Connect integrations with CRM / ticketing tools / 3rd party applications etc

·       Amazon Connect based automations / accelerators

·       Help presales teams in responding to RFP / RFQ / RFI, through Amazon Connect expert inputs related to Amazon Connect solution / design considerations, transformation solutions, architectures, usage pricing, implementation / support pricing, answering customer questionnaire, preparing questionnaires seeking clarity on customer expectations.

·       Keep updated on latest developments in CCaaS platforms with focus on Amazon Connect

·       Create Point of views around Amazon Connect and other CCaaS platforms such as Genesys etc

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