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Cloud Contact Center Transformation Specialist
2 weeks ago
We are seeking a seasoned cloud contact center expert to lead our Amazon Connect transformation initiative for a leading fintech client. This role demands hands-on expertise with Amazon Connect and a strong background in customer interaction consulting.The ideal candidate should have played a key consulting role in previous CTI modernization or migration projects and be confident working with both technical teams and business stakeholders.Key Responsibilities:Lead the setup and configuration of Amazon Connect environmentsCollaborate with business teams to gather requirements and translate them into technical designsDevelop 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 flowsRequirements: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
