you will play a crucial role in designing, developing, and optimizing our call center operations using Amazon Connect. You will collaborate closely with cross-functional teams to ensure that our customer interactions are efficient, seamless, and deliver an outstanding experience.
Key Responsibilities:
? Amazon Connect Call Flow Design: Work with business stakeholders to understand their requirements and design Amazon Connect call flows and IVR systems that align with their needs.
? Amazon Lex Integration: Leverage Amazon Lex for natural language understanding (NLU) and speech recognition in the development of conversational interfaces.
? Call Flow Development: Create, customize, and maintain Amazon Connect contact flows and IVR scripts to streamline and enhance customer interactions.
? Performance Optimization: Continuously evaluate and optimize the performance of Amazon Connect call flows, ensuring high efficiency and responsiveness.
? Security and Compliance: Implement best practices for security and compliance within Amazon Connect solutions to safeguard customer data.
? Scalability: Plan and implement scalable Amazon Connect call flows that can handle growing call volumes and changing business needs.
? Monitoring and Analytics: Set up monitoring and analytics tools to track the performance of call flows, gain insights, and identify areas for improvement.
? Training and Documentation: Provide training and documentation for call center agents and managers on effectively using Amazon Connect and Amazon Lex.
? Quality Assurance: Establish quality assurance processes to maintain consistency and provide excellent customer service.
Qualifications:
? Bachelor’s degree in Computer Science, Information Technology, or related field.
? Extensive experience in designing, developing, and implementing Amazon Connect call flows, IVR systems, and Amazon Lex conversational interfaces.
? In-depth knowledge of Amazon Web Services (AWS) and other cloud-based technologies.
? Strong understanding of contact center operations and CRM systems.
? Proven ability to develop complex call flows that support multichannel customer interactions.
? Experience with speech recognition technology and natural language understanding.
? AWS certification is a plus.
? Excellent problem-solving and analytical skills.
? Strong communication and teamwork skills.
? Ability to manage multiple projects and prioritize effectively.
