Senior Amazon Connect Consultant (Voice Connect)
Urgent requirement: Senior Amazon Connect Consultant (Voice Connect) United States Job Title: Senior Amazon Connect Consultant (Voice Connect) Location: Remote USA Duration: 6 Months Summary Description of Position: • System Management: Oversee the administration, configuration, and maintenance of Amazon Connect instances. Ensure system reliability, scalability, and efficiency. • Problem Solving: Identify, diagnose, and resolve technical issues, including network, integration, and application problems. • Continuous Improvement: Propose and implement system enhancements, including automation and integration with other AWS services. • Project Management: Lead and coordinate projects related to Amazon Connect, ensuring timely and within-budget delivery. • Coordinate with onshore, nearshore, and offshore teams to ensure seamless delivery of Amazon Connect projects. • Stakeholder Communication: Act as a primary point of contact for internal stakeholders and external vendors, providing regular updates and technical advice • Documentation and Reporting: Maintain detailed documentation of system configurations, changes, and issue resolutions. Prepare technical reports and analyses for management review. • Training and Development: Develop and provide training materials and sessions to improve team skills and knowledge of Amazon Connect. • Translate customer requirements into contact center design, leveraging best practices and provide Optimized solutions. • Design and lead Implementation of Amazon Connect processes including new/modifications to the application, workflows, access control, interfaces and any other configurations. • Lead delivery teams as a senior technical leader in a hands-on capacity to remove blockers to progress by creating proofs of concepts and troubleshooting with other engineers. • Act as the technical liaison between offshore technical team and customers/partners. • Provide recommendations for enhancing existing operations and provide recommendations for new updates or modifications • Support and enhance existing processes based on new requirements or upgrades • Facilitate requirements gathering, review and document requirements • Effectively manage all aspects of projects and customer communications Qualifications: • Bachelor's degree in computer science, Information Technology, or a related field. • Need 5 years of development experience specifically with Amazon Connect. • Proven experience managing diverse technical teams across various regions. • Minimum of 3 years managing teams with a strong emphasis on technical deliverables. • Strong knowledge of AWS services, particularly Amazon Connect, Lambda, and other AWS integrations. • IT experience in Contact center cloud-based products, solution design and implementation; Contact Center architecture knowledge • Experience with Contact Flow Design, Lambda Integration, Lex Integration and Call Center Routing • Proficiency in programming/scripting languages such as Python, JavaScript, or similar. • Excellent problem-solving skills and ability to manage complex technical challenges. • Strong leadership and team management skills. • Excellent communication and interpersonal skills. • Relevant AWS certifications are a plus.