Cloud Contact Center Transformation Expert

18 hours ago


agra, India beBeeConsultant Full time

We are currently seeking a seasoned contact center expert to spearhead the modernization of our clients' customer service operations. This is an exceptional opportunity for a skilled professional to leverage their expertise in Amazon Connect and CTI consulting to drive business growth.This key role will require a strong understanding of Amazon Connect's feature set, including contact flows, routing, queues, and agent setup. The ideal candidate will have hands-on experience with Amazon Connect and a proven track record of delivering successful CTI transformation projects.Responsibilities:Develop and implement comprehensive Amazon Connect solutionsCollaborate with cross-functional teams to design and deploy innovative contact center experiencesDesign and build backend integrations using AWS Lambda and REST APIsIntegrate Amazon Connect with CRM systems and support toolsServe as a technical lead for user testing, deployment, and documentationTroubleshoot complex issues and optimize existing contact flowsRequirements:Minimum 7 years of total experience in contact center/CTI space3+ years of hands-on experience with Amazon ConnectProven experience working in a consulting role for CTI transformation projectsStrong knowledge of Amazon Connect features: contact flows, routing, queues, agent setupExperience integrating Amazon Connect with CRMs like Salesforce or ZendeskGood understanding of AWS services: Lambda, DynamoDB, S3, CloudWatchBasic scripting with Node.js or PythonExperience in building or enhancing IVRs using Amazon LexAbility to work independently in a client-facing environmentBonus Skills:Exposure to Cisco, Avaya, Genesys (legacy CTI systems)AWS certificationKnowledge of SIP, VoIP, or WebRTCExperience with Amazon Connect Tasks, Contact Lens, Wisdom



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