Contact Center Transformation Specialist

4 days ago


bharatpur, India beBeeCloudTransformation Full time

Cloud Contact Center Transformation ConsultantWe are seeking a skilled Cloud Contact Center Transformation Consultant to lead our cloud contact center transformation project for a major fintech client. The ideal candidate will have hands-on experience with Amazon Connect and a strong background in consulting.The consultant will work closely with technical teams and business stakeholders to deliver a successful project. Key responsibilities include leading the setup and configuration of Amazon Connect environments, working with business teams to gather requirements, building backend integrations using AWS Lambda and REST APIs, integrating Amazon Connect with CRM and support systems, supporting user testing, deployment, and documentation, and troubleshooting issues and improving existing contact flows.Required Skills:Minimum 7 years 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 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, Wisdom



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