Cloud Contact Centre Transformation Expert
21 hours ago
About the Role:
The ideal candidate for this position will be a seasoned professional with extensive experience in contact centre technology transformations, specifically in AWS Connect. This individual should have a strong background in designing and implementing scalable, reliable, and secure contact centre solutions.
Key Responsibilities:
- Led the entire project lifecycle of the contact centre transformation team, encompassing design, architecture, and implementation.
- Collaborated closely with stakeholders to understand business requirements and translate them into technical solutions that meet their needs.
- Developed and maintained detailed architectural blueprints and technical documentation to ensure seamless execution.
- Evaluated the contact centre solution's scalability, reliability, and security to guarantee optimal performance.
- Integrated AWS Connect with other AWS services and third-party applications to enhance contact centre capabilities.
- Effectively communicated with stakeholders and the project team to ensure alignment on project goals, requirements, and progress.
- Provided technical leadership and mentorship to the project team members.
- Conducted regular reviews of system performance and made adjustments as necessary to maintain high standards.
- Maintained current awareness of industry trends and best practices in contact centre technology and AWS services.
- Coordinated with vendors and external partners to ensure smooth integration and delivery of the solution.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Advanced degree preferred.
- Minimum 8 years of experience in the contact centre domain, focusing on technology transformations.
- Proven hands-on experience with AWS Connect and its ecosystem.
- Strong understanding of contact centre technologies, including IVR systems, ACD, CTI, and CRM integration.
- Excellent problem-solving skills and the ability to think strategically.
- Strong communication skills and the ability to collaborate effectively with cross-functional teams.
- AWS certification(s) such as AWS Certified Solutions Architect or similar is highly desirable.
- Experience with Agile/Scrum methodologies is an added advantage.
Compensation Package:
We offer a competitive salary ranging from $120,000 to $180,000 per year, depending on experience, along with benefits that support your growth and well-being within our organisation.
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