The company is looking to develop and deploy an AWS Connect contact center solution, which includes designing and configuring IVR flows, integrating AI-powered bots, and ensuring seamless integration with existing systems.
Requirements
- Strong knowledge of IVR systems, contact center operations, and customer service solutions
- ServiceNow experience
- Experience with AI technologies
- AWS Certified Solutions Architect or AWS Certified Developer certification
- Experience with other AWS services such as S3, DynamoDB, CloudFormation, etc.
- Knowledge of additional programming languages such as Python, Node.js, or Java
- Experience with contact center analytics and reporting tools
Responsibilities
- Design, develop, and implement AWS Connect architecture for the contact center based on best practices
- Create and configure IVR flows to enhance customer interactions
- Integrate AI-powered bots to handle common customer inquiries
- Ensure integration with ServiceNow and other backend services
- Seamlessly migrate infrastructure from existing vendors to AWS Connect
- Implement contact flows, queues, routing profiles, and other AWS Connect features
- Thoroughly test all components of the contact center solution
Other
- Bachelor’s degree in computer science, Information Technology, or related field
- US Citizenship required
- Applicant must reside within continental United States
- Ability to pass all pre-hire requirements including background investigation and drug screen
- Excellent problem-solving skills and ability to troubleshoot complex issues
