Experience Required:
Minimum 3 years of hands-on experience in cloud-based contact center platforms like Amazon Connect, Genesys Cloud, Twilio Flex, Avaya Cloud, etc. with expertise in designing, implementing, and supporting enterprise-grade contact center solutions.
Role Description:
Candidate should be leading solutioning, consulting and will play a crucial role in client demos, new deal support, and advanced feature enablement across Amazon Connect or other equivalent platforms. Resource should be able to go beyond Day 2 operations, working closely with clients and sales teams to design scalable solutions, propose platform enhancements, and showcase new capabilities (AI/ML, integrations, automation).
Key Responsibilities:
- Design and architect scalable contact center solutions on Amazon Connect or similar platforms.
- Propose enhancements and innovations such as AI-driven interactions, conversational AI, multimodal channels, and advanced reporting.
- Partner with sales teams for client discussions, workshops, proposals, and RFPs.
- Build and deliver proof-of-concepts (POCs) and live demos highlighting contact center capabilities (AI/ML, Lex/Polly or equivalents, third-party integrations).
- Design and implement contact flows, queues, routing profiles, chatbots, and dashboards.
- Integrate with enterprise directories (AD DS, Azure Entra ID, Okta), CRMs (Dynamics, Salesforce), ITSM tools (ServiceNow, others).
- Provide input for Day 2 managed services model (team structure, billing mechanisms, optimization strategies).
- Implement conversational flows (Amazon Lex or similar NLP engines).
- Leverage multi-language text-to-speech (TTS) tools like Amazon Polly or platform equivalents.
- Enable multimodal channels: voice, chat, SMS, WhatsApp, web, mobile apps.
- Design custom reporting (CDR, wallboards, customer journey analytics).
- Implement post-call surveys, callbacks, compliance workflows (PINs, T&C playback).
- Drive best practices for governance, scalability, and cost optimization.
Required Skills & Expertise:
- Strong background in cloud contact center platforms (Amazon Connect or similar).
- Hands-on experience with integrations (AWS Lambda/APIs, CRMs, ITSMs, SSO providers like Okta/AD).
- Knowledge of call center processes: IVR, routing, workforce optimization, reporting.
- Familiarity with AI/ML features (NLP, chatbots, automation).
Certifications (Preferred but not mandatory):
- AWS Certified Solutions Architect (Associate/Professional) OR equivalent cloud certification.
- AWS Machine Learning / AI Specialty or other NLP/AI-related certifications.
- Platform certifications (Amazon Connect, Genesys Cloud CX, Twilio Flex, etc.) are a plus.
