Senior Amazon Connect (Voice Connect, Python, Java)
Job Title: Senior Amazon Connect Consultant (Voice Connect) Location: Remote Client: Critical River / Cetera Rate: $100/hr on W2
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.
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