Amazon CTI Consultant

5 days ago

Delhi, India Milestone Technologies, Inc. Full time

We are hiring an Amazon Connect Consultant to work on a cloud contact center transformation for one of our major fintech clients. This role requires strong hands-on experience with Amazon Connect and a solid background in CTI consulting.The ideal candidate should have played a consulting role in previous CTI modernization or migration projects and must be confident working with both technical teams and business stakeholders.Required Experience:- Minimum 7 years total experience in contact center / CTI space- 3+ years of hands-on experience with Amazon Connect- Proven experience working in a consulting role for CTI transformation projects- Strong knowledge of Amazon Connect features: contact flows, routing, queues, agent setup- Experience integrating Amazon Connect with CRMs like Salesforce or Zendesk- Good understanding of AWS services: Lambda, DynamoDB, S3, CloudWatch- Basic scripting with Node.js or Python- Experience in building or enhancing IVRs using Amazon Lex- Comfortable working independently in a client-facing environmentNice to Have:- Exposure to Cisco, Avaya, Genesys (legacy CTI systems)- AWS certification- Knowledge of SIP, VoIP, or WebRTC- Experience with Amazon Connect Tasks, Contact Lens, WisdomResponsibilities:- Lead the setup and configuration of Amazon Connect environments- Work with business teams to gather requirements and translate them into technical designs- Build backend integrations using AWS Lambda and REST APIs- Integrate Amazon Connect with CRM and support systems- Support user testing, deployment, and documentation- Troubleshoot issues and improve existing contact flows

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