Cloud Contact Center Transformation Specialist

2 weeks ago

mangalore, India beBeeCloud Full time

Cloud Contact Center ExpertWe are seeking a professional to spearhead a cloud contact center transformation for a major fintech client. This role requires extensive hands-on experience with Amazon Connect and a solid background in customer interaction consulting.The ideal candidate should have played a key role in previous CTI modernization or migration projects and must be confident working with technical teams and business stakeholders.Key Qualifications:A minimum of 7 years total experience in the contact center/CTI spaceAt least 3 years of hands-on experience with Amazon ConnectProven experience working in a consulting capacity for CTI transformation projectsStrong knowledge of Amazon Connect features, including contact flows, routing, queues, and agent setupExperience integrating Amazon Connect with CRM systems like Salesforce or ZendeskA good understanding of AWS services, including Lambda, DynamoDB, S3, and CloudWatchBasic scripting skills in Node.js or PythonExperience in building or enhancing IVRs using Amazon LexA comfort level 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, WisdomResponsibilities: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 flowsThis is an excellent opportunity to leverage your expertise and drive innovation in the field of cloud contact centers. If you possess the required skills and qualifications, we encourage you to apply for this position.

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