Location
Bangalore | India
Job description
RESPONSIBILITIES (not comprehensive of all tasks):
- Design, configure, and deploy Amazon Connect solutions, including call flows, contact flows, queues, routing profiles, and integrations with other systems.
- Define vision for customer experience in the interactive voice response (IVR) system before design/build (Journey Mapping).
- Work with team to conduct appropriate research to support strategies and create roadmaps to advance initiatives. Conduct fact-finding and assessments to gather and analyze data as needed.
- Work with business stakeholders to understand their requirements and design and develop Amazon Connect call flows and interactive voice response (IVR) systems that align with their needs.
- Leverage Amazon Lex for natural language understanding (NLU) and speech recognition in the development of conversational interfaces.
- Create, customize, and maintain Amazon Connect contact flows and IVR scripts to streamline and enhance customer interactions.
- Continuously evaluate and optimize the performance of Amazon Connect call flows, ensuring high efficiency and responsiveness.
- Implement best practices for security and compliance within Amazon Connect solutions to safeguard customer data.
- Plan and implement scalable Amazon Connect call flows that can handle growing call volumes and changing business needs.
- Set up monitoring and analytics tools to track the performance of call flows, gain customer experience insights, and identify areas for improvement tofuel business strategiesand drive change.
- Understand various AWS services like Lambda, S3, SNS etc. that needs to be integrated while building IVR systems.
- Understanding of programming languages like Node.js, Python, Java to implement Lambda functions that will be helpful in computing and judging call flows in IVR systems.
- Understanding of IVR technology and their measuring KPI's.
- Have a basic understanding of NLP techniques like sentimental analysis, Speech to Text and Text to speech service.
- Collaborate with cross-functional teams, including project managers, engineers, and developers, to ensure successful implementation and integration of Amazon Connect solutions.
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS):
- At least 3-5 years of work experience.
- Extensive experience in designing, developing, and implementing contact center technology, call flows, IVR systems, and call center routing.
- High School Diploma, GED or High School Equivalency
- Demonstrable experience with Amazon Connect, Contact Flow Design, Lex conversational interfaces, Lambda and API Integration.
- Proven ability to develop complex call flows that support multichannel customer interactions.
- Experience with speech recognition technology and natural language understanding.
- Working knowledge of cloud contact center technologies such as S3, DynamoDB, Kinesis, and CloudWatch.
- Ability to be flexible, pivot quickly and seamlessly navigate risks and ambiguity while effectively navigating a dynamic project environment.
- Strong interpersonal skills, including the ability to make effective presentations and communicate technical concepts to non-technical clients.
- Set high standards for quality to monitor and maintain initiative quality and productivity.
- Gather comprehensive information to support decision making.
- Hands-on tactical and strategic support for people, process and technology improvement projects including current state assessment, future state design, and gap analysis utilizing agile methodologies.
- Ability to manage multiple projects and prioritize effectively.
- Embraces Diverse People, Thinking and Styles.
WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS):
- Bachelors degree in business, Computer Science, Information Systems or related field.
- AWS certification is a plus.
- Must be self-motivated, responsive, and detail oriented. Additionally, the candidate must have the ability to deliver quality work on time in a fast-paced environment and successfully translate planning into action.
- Be a part of an awesome team committed to quality and delivery for our customers.
- Join on continuous improvement journeys.
- Deliver an amazing experience for millions of customers every day.
Job tags
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