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
