Expert Contact Center Transformation Specialist

2 weeks ago


Tirupati, India beBeeConsultant Full time

Cloud Contact Center ConsultantTransform fintech client contact centers with cutting-edge cloud technology. Leverage expertise in Amazon Connect to deliver seamless customer experiences.This key role requires strong technical knowledge and a solid understanding of cloud-based contact center solutions. Ideal candidates have hands-on experience with Amazon Connect and a proven track record in consulting roles for CTI transformation projects.Minimum 7 years total experience in contact center / CTI space3+ years 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 LexComfortable working independently in a client-facing environmentNice to Have:Exposure to Cisco, Avaya, Genesys (legacy CTI systems)AWS certificationKnowledge of SIP, VoIP, or WebRTCExperience with Amazon Connect Tasks, Contact Lens, WisdomResponsibilities:Lead the setup and configuration of Amazon Connect environmentsWork with business teams to gather requirements and translate them into technical designsBuild backend integrations using AWS Lambda and REST APIsIntegrate Amazon Connect with CRM and support systemsSupport user testing, deployment, and documentationTroubleshoot issues and improve existing contact flows



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