Cloud Telephony Professional

1 week ago

Chennai, Tamil Nadu, India Photon Full time ₹ 15,00,000 - ₹ 25,00,000 per year
  • 3+ years working with AWS Connect/TATA Insta CC, including executing and exporting reports, conducting analytics, and troubleshooting setup failures.
  • 3+ years supporting/creating Amazon Connect or TATA Insta CC components, such as routing profiles, queues, and agent management.
  • Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
  • Lead discovery and design sessions with business owners and be able to translate those requirements into best-in-class solutions with dev and architecture.
  • Proven record of developing PoCs, creating design documents, and executing demonstrations.
  • Preferred experience with at least 2 AWS AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe), ideally in conjunction with customer experience and engagement
  • Proven record of utilizing customer experience and engagement tools to improve consumer experience.
  • Excellent analytical skills and attention to detail, with the ability to identify patterns, trends, and potential issues.
  • Have a mindset of automating everything, with experience demonstrating this.
  • Have a strategic mindset with ability to bring best practices and assets to local markets
  • Strong communication skills and the ability to collaborate effectively with cross-functional teams.
  • At least 1 AWS Associate or Professional Certification preferred.

Additional Job Description:

  • As a member of the Cloud Telephony team, you will provide sales and consumer operations with day-to-day operational support
  • On an ongoing basis, you will also work with those teams to design, development, and implement solutions that optimize agent and caller experiences
  • Some of the roles responsibilities are:-Create/modify routing profiles, queues, hours of operation, holiday calendars, voicemail messages, prompting, and claim phone numbers as needed
  • -Lead discovery and design sessions with business owners for requested changes to their instance
  • Collaborate with developers and architects to create solutions that meet business needs
  • Provide QA prior to and testing during solution implementation
  • Utilize survey data to improve caller experience
  • Review reporting to identify patterns, trends, and potential issues that need to be solutioned
  • Lead PoCs, create low-level design documents, and provide solution demonstrations upon request.

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