Remote: Lead AWS Connect Contact Center

Hi,

TekAck have the new role of Remote: Lead AWS Connect Contact Center. Please share your resume if that works for you.

Lead AWS Connect Contact Center

Location: Remote

Video interview

12 months contract

Job Description: Team Lead AWS Connect Contact Center Technology

Skills & Experience required:

• Advanced AWS Connect (Contact Center Technology) Experience, background in support of technologies such as Cloud IVR and CRM integrations
• Strong knowledge of AWS Connect platforms with advanced experience in Self-Service, Call Routing, Workforce Management, Call Recording, Analytics, outbound campaigns, customer journey mapping and SIP/VoIP infrastructure.
• Solid experience with integrations including some familiarity with Salesforce CRM, ServiceNow, WFM, Display Boards and analytical reporting tools.
• General knowledge of network and security infrastructure.
• Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting.
• Skilled in problem solving, decision making and meeting facilitation.
• Strong communication skills (oral/written) and capable of translating complex technical issues or design details and present to our business stakeholders, all levels of management and IT teams.
• Working knowledge of AWS Console. This role also requires leading AWS Contact Center setup and interfacing in the team and other Business Solutions teams. Business client relationships at all levels, including relationships with third party suppliers.
• Requires understanding of ITIL and experience working on ITSM tools (ServiceNow and Jira). Work and resolve Incidents/Service tickets, document the RCA, and communicate with the customer based on priority and urgency of the services rendered.
• Excellent analytical skills. Must have the ability to understand problems, identify root cause and derive potential solutions.
• Ability to work in a fast-paced environment to deploy and support services related to AWS connect Contact Center and other collaboration tools/solutions.
• Ability to work as a team player in a geographically diverse group to achieve common goals, own the 24x7 roster and lead the team.