Contact Center Consultant

[ strictly looking for Immediate joiners or serving notice period only. Interested professionals kindly contact or forward your updated CV to below mentioned email id ]

Hiring for one of the leading global engineering, technology and consulting service provider that partners with leading organisations to guide them through their business transformation, helping them achieve operational excellence and future-proof their businesses.

About Our Company:

Teamware Solutions, a business division of Quantum Leap Consulting Private Limited ( , offers cutting edge industry solutions for deriving business value for our clients' IT initiatives. Offering deep domain expertise in Banking, Financial Services and Insurance, Oil and Gas, Infrastructure, Manufacturing, Retail, Telecom and Healthcare industries, Teamware leads its service in offering skills augmentation and professional consulting services.

Being an industry leader for the past 20+ years, over 4000 professionals deputed across India, USA, Middle East and APAC, our major clients include Captive IT units in India, Product Companies and IT Services firms. Headquartered in Chennai, with our branches in Bangalore, Hyderabad, Pune and cater to the clients spread across pan India. While our Michigan & Singapore branches cater to the USA & Asia-Pacific clients.

Job Description:

Overview:

• Minimum 5 + years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Aws Connect, Salesforce
• Provide architectural & design guidance .
• Hands-on experience working on the design, development, deployment, and migration of contact center solutions at scale.
• Ability to write high quality technical documents. Lead review sessions with customers to obtain approval and signoff.

Responsibilities:

• Familiarity with Amazon Connect capabilities , benefits, and required deployment skills
• Knowledge on Configuring and managing Contact Flows, Queues, Routing Profiles & Amazon Lex NLP, and Voice biometrics in Amazon Connect
• Serverless development experience including complex integrations with Amazon Lex, Lambda , Kinesis and Dynamo DB, AWS CloudWatch, AWS CloudTrail.
• Configure and Troubleshoot Amazon CCP’s , SIP Phones and Soft Phones
• Good understanding on Amazon IAM concepts for clear access segregation
• Knowledge on integrating Amazon Pinpoint to implement OTP/SMS feature.
• Technical skills requirement: Azure Cloud, AWS EC2, Salesforce , Agile Methodology,
• Ability to work with IT security teams to adhere IT compliance on systems working on system Penetration Tests, Internal/External Auditors
• Writing of Architecture documents , Technical Design documents , SOP’s , reviewing workbooks, reviewing Test scenarios and training business users
• Collaborate and work effectively with multiple vendors, partners, internal/external organizations meeting SLA’s
• Respond to technical issues in a professional and timely manner.
• Troubleshoot incidents, identify root cause, fix, and document problems, and implement preventive measures

Essential Skills:

• AWS certifications are a plus
• Experienced with cloud Contact Center technologies