Senior Cloud Contact Center Consultant

2 weeks ago

nadiad, India beBeeConsultant Full time

Cloud Contact Center Transformation Expert SoughtJob Description:We are seeking a seasoned consultant to lead the modernization of a major fintech client's cloud contact center. The ideal candidate will have extensive experience with Amazon Connect and a strong background in CTI consulting.The successful candidate will have played a key role in previous CTI transformation projects, working closely with technical teams and business stakeholders to deliver high-quality solutions.Responsibilities:Lead the setup and configuration of Amazon Connect environmentsCollaborate with business teams to gather requirements and translate them into technical designsDesign and build 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 flowsRequired Skills and Qualifications:To be considered for this position, candidates must possess the following skills and qualifications: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 LexNice to Have:Candidates with the following skills and qualifications will be given preference: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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