Job Description
- Capture technical and business requirements (user stories) for transitioning in-scope business lines (voice) and designated IVR call flows to Amazon Connect
- Engage with customer stakeholders to understand current-state contact center operations and desired future-state outcomes
- Design an end-to-end architecture solution for the customer's IVR and Contact Center on AWS Services
- Design call flows and scripts including Amazon Polly text-to-speech patterns for in-scope business lines
- Develop a technical architectural solution and design document for the customer's Amazon Connect environment
- Extend existing Confluence design documentation to include operational runbook items
Required Skills:
- 4+ years of hands-on experience with Amazon Connect , including contact flow design, queue/routing configuration, and instance management
- Strong understanding of contact center operations, call routing...
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