Responsibilities

·       Configure and maintain end to end contact centre using Amazon Connect and AWS services.

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

·       Configure host integrations for IVR and agent desktop.

·       Keep up to date with the latest features launched for Amazon Connect and AWS CCI. Test the new features and keep them ready for demo.

·       Help in creating a prototype for new features required with Amazon Connect for industry requirements.

·       Build custom demos for industry and vertical requirements.

·       Training and upskilling the support team.

·       Review existing clients AWS account and guide optimization of contact centre and AWS billing.

·       AWS solution architect/sys ops certification

·       Mandatory Amazon Connect Migration experience with minimum of 3 migrations.

·       Amazon Connect implementation experience of 3 implementations.

·       Contact Flow /IVR tree, Amazon Connect service quota optimization.

·       Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.