Transforming Customer Experience

6 days ago


Kolhapur, India beBeeCustomer Full time

Job OpportunityAs a Cloud Contact Center Specialist, you will play a vital role in helping organizations transform their customer experience.Key Responsibilities:Configure and set up cloud contact center environments, ensuring seamless integration with business requirements.Collaborate with stakeholders to gather needs and translate them into technical solutions.Develop backend integrations using AWS Lambda and REST APIs, enhancing the overall customer journey.Integrate cloud contact centers with CRM systems and support platforms, streamlining operations.Support testing, deployment, and documentation processes, ensuring high-quality deliverables.Troubleshoot issues and improve existing contact flows, resulting in increased efficiency and customer satisfaction.Requirements:ExperienceMinimum 7 years of total experience in the contact center / CTI space.3+ years of hands-on experience with Amazon Connect or similar platforms.Proven track record of working in a consulting role for CTI transformation projects.Strong knowledge of contact center features: contact flows, routing, queues, agent setup.Experience integrating contact centers with CRMs like Salesforce or Zendesk.Good understanding of AWS services: Lambda, DynamoDB, S3, CloudWatch.Basic scripting skills with Node.js or Python.Experience in building or enhancing IVRs using Amazon Lex.Comfortable working independently in a client-facing environment.Nice to HaveExposure to legacy CTI systems such as Cisco, Avaya, or Genesys.AWS certification.Knowledge of SIP, VoIP, or WebRTC protocols.Experience with Amazon Connect Tasks, Contact Lens, Wisdom.



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