Amazon CTI Consultant
1 week ago
The ideal candidate should have played a consulting role in previous CTI modernization or migration projects and must be confident working with both technical teams and business stakeholders.
Required Experience:
- Minimum 7 years total experience in contact center / CTI space
- 3+ years of hands-on experience with Amazon Connect
- Proven experience working in a consulting role for CTI transformation projects
- Strong knowledge of Amazon Connect features: contact flows, routing, queues, agent setup
- Experience integrating Amazon Connect with CRMs like Salesforce or Zendesk
- Good understanding of AWS services: Lambda, DynamoDB, S3, CloudWatch
- Basic scripting with Node.js or Python
- Experience in building or enhancing IVRs using Amazon Lex
- Comfortable working independently in a client-facing environment
Nice to Have:
- Exposure to Cisco, Avaya, Genesys (legacy CTI systems)
- AWS certification
- Knowledge of SIP, VoIP, or WebRTC
- Experience with Amazon Connect Tasks, Contact Lens, Wisdom
Responsibilities:
- Lead the setup and configuration of Amazon Connect environments
- Work with business teams to gather requirements and translate them into technical designs
- Build backend integrations using AWS Lambda and REST APIs
- Integrate Amazon Connect with CRM and support systems
- Support user testing, deployment, and documentation
- Troubleshoot issues and improve existing contact flows
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