Cloud Contact Center Transformation Expert

1 week ago

udaipur, India beBeeTransformation Full time

Cloud Contact Center Transformation SpecialistWe are seeking a seasoned Cloud Contact Center Transformation Specialist to spearhead our cloud contact center modernization initiative.The ideal candidate should have extensive experience in consulting roles for CTI modernization or migration projects.Must possess excellent collaboration skills, working effectively 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 track record of delivering CTI transformation projects as a consultant.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.Ability to work independently in a client-facing environment.Desirable Qualifications: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.Collaborate with business teams to gather requirements and translate them into technical designs.Develop 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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