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.
