Amazon Connect Solutions Consultant

Description

Overview:

We are seeking a highly skilled Amazon Connect Solutions Consultant with extensive experience in designing and implementing advanced CCaaS solutions. The ideal candidate will have deep expertise in configuring and building Amazon Connect solutions, including IVR Contact Flows, Lambda coding, Amazon Lex, ACD Routing, Telephony integration, and SIP Trunking.

Key Responsibilities:

1. Amazon Connect Configuration:

• Design and deploy complex contact center solutions using Amazon Connect's full capabilities, including IVR/contact flows, routing profiles, queues, and real-time analytics.
• Expertise in telephony systems, including setting up SIP trunking to integrate Amazon Connect with external carriers for seamless voice communication.

2. IVR Contact Flows:

• Develop and manage dynamic IVR systems using Amazon Connect's contact flow designer to deliver tailored customer experiences.

3. Telephony and SIP Trunking Integration:

• Configure telephony settings and SIP trunking connections for secure, reliable, and high-quality voice communication.
• Troubleshoot and optimize call quality, routing, and connectivity across telephony platforms and Amazon Connect.

4. AWS Lambda Integration:

• Build and integrate Lambda functions to enable customized workflows, data retrieval, and backend integrations within contact flows.

5. Amazon Lex Integration:

• Create conversational bots with Amazon Lex to provide AI-powered natural language processing within customer interactions.

6. Contact Lens for Amazon Connect:

• Enable and configure Contact Lens to analyze customer sentiment, transcribe interactions, and provide actionable insights to enhance customer experiences.

7. Forecasting, Capacity Planning & Scheduling:

• Utilize Amazon Connect's Workforce Management (WFM) features to predict call volumes, create staffing schedules, and optimize workforce planning for peak efficiency.

8. Amazon Q Integration:

• Implement Amazon Q for advanced contact center analytics and decision-making.

9. Agent Workspace Configuration:

• Customize Amazon Connect Agent Workspace, including 3rd-party system integrations to create seamless workflows and improve agent productivity.

10. Salesforce Integration:

• Develop and maintain seamless integrations between Amazon Connect and Salesforce CRM for unified customer data access and enhanced customer service workflows.

11. ACD Routing and Optimization:

• Configure automatic call distribution (ACD) to ensure efficient routing of customer contacts based on pre-defined criteria and real-time conditions.

Requirements

Experience Required: 5-10 Years in CCaaS Implementation and Development

Qualifications:

• Over 10 years of experience in CCaaS solutions, including Amazon Connect.

• Expertise in telephony systems, SIP trunking, and voice communication protocols.

• Proficiency in designing and implementing advanced Amazon Connect features like Contact Lens, Workforce Management, and Amazon Q.

• Strong knowledge of AWS services, including Lambda, DynamoDB, and S3.

• Advanced knowledge of IVR systems, natural language processing (NLP), and conversational bot development.

• Experience with 3rd-party system configurations, including Salesforce.

• Strong skills in data-driven forecasting, capacity planning, and schedule optimization.

• Customer-facing experience with a proven ability to define and develop customer use cases and business outcomes.

• Excellent problem-solving, communication, and project management abilities.

Preferred Skills:

• AWS Certifications related to Amazon Connect and AWS Cloud Infrastructure.

• Hands-on experience with SIP Trunk configuration, call routing, and troubleshooting telephony systems.

• Familiarity with 3rd-party analytics and reporting tools for enhanced contact center performance.