Amazon Connect Call Flow Engineer - 100% REMOTE
you will play a crucial role in designing, developing, and optimizing our call center operations using Amazon Connect. You will collaborate closely with cross-functional teams to ensure that our customer interactions are efficient, seamless, and deliver an outstanding experience.
Key Responsibilities: Amazon Connect Call Flow Design: Work with business stakeholders to understand their requirements and design Amazon Connect call flows and IVR systems that align with their needs. Amazon Lex Integration: Leverage Amazon Lex for natural language understanding (NLU) and speech recognition in the development of conversational interfaces. Call Flow Development: Create, customize, and maintain Amazon Connect contact flows and IVR scripts to streamline and enhance customer interactions. Performance Optimization: Continuously evaluate and optimize the performance of Amazon Connect call flows, ensuring high efficiency and responsiveness. Security and Compliance: Implement best practices for security and compliance within Amazon Connect solutions to safeguard customer data. Scalability: Plan and implement scalable Amazon Connect call flows that can handle growing call volumes and changing business needs. Monitoring and Analytics: Set up monitoring and analytics tools to track the performance of call flows, gain insights, and identify areas for improvement. Training and Documentation: Provide training and documentation for call center agents and managers on effectively using Amazon Connect and Amazon Lex. Quality Assurance: Establish quality assurance processes to maintain consistency and provide excellent customer service.
Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. Extensive experience in designing, developing, and implementing Amazon Connect call flows, IVR systems, and Amazon Lex conversational interfaces. In-depth knowledge of Amazon Web Services (AWS) and other cloud-based technologies. Strong understanding of contact center operations and CRM systems. Proven ability to develop complex call flows that support multichannel customer interactions. Experience with speech recognition technology and natural language understanding. AWS certification is a plus. Excellent problem-solving and analytical skills. Strong communication and teamwork skills. Ability to manage multiple projects and prioritize effectively.
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