Transformative Cloud Contact Center Expert

2 days ago


rajahmundry, India beBeeConsultant Full time

Cloud Contact Center Transformation SpecialistAs a skilled Cloud Contact Center Transformation Specialist, you will work on transforming cloud-based contact centers to deliver exceptional customer experiences.The ideal candidate has hands-on experience with Amazon Connect and a strong background in cloud contact center transformation projects. They should have played a consulting role in previous modernization or migration projects and be confident working with technical teams and business stakeholders.Required Skills:Minimum 7 years of total experience in the contact center / CTI space.3+ years of hands-on experience with Amazon Connect.Proven experience working in a consulting role for cloud contact center 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.Key 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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