Job Description

Role -AWS Connect Contact Center Engineer

Principle Duties and Responsibilities

• As an AWS Connect Contact Center Engineer within Capgeminis Business Services Global Business Line would perform the following set of responsibilities and duties exists.
• Experience in building solution and implementing CCaaS
• 1-2 Year hands on experience in building call flows and IVR within AWS Connect and configuration and Implementation of the Amazon Connect Platform
• 5-7 years of hands-on experience with Cloud based VoIP systems design, implementations, support, monitoring, and security. With emphasized experience on: Contact Center
• Configuration, Queues and Prompts, Routing Profiles, Agent/User Management
• Leverage AWS AI and ML services such as Amazon Lex, Polly, Contact lens for enhanced customer interactions.
• Implement AI-driven chatbots, voice bots, and virtual assistants.
• Experience with AWS Services that include Amazon Connect, Lambda, S3, Athena, Kinesis, DynamoDB, Quicksight, AWS Step Functions, EventBridge, Amazon Workspaces
• Experience integrating Amazon Connect with external CRM and ticketing systems, WFM, databases.
• Code/Scripting capabilities (Python, JAVA. Node.js)
• Experience utilizing APIs and webhooks for custom connectors and middleware.
• Ability to utilize Generative AI techniques is a plus.
• Ability to develop custom dashboards and KPIs.
• Experience with any of the following is a plus: Tasks, step-by-step guides, Amazon Connect WFM, Amazon Connect Agent workspace.
• Terraform and CloudFormation experience an added advantage.
• Skill developing and understating customer/user journey on Amazon Connect
• Familiarity with other call center platforms and their integration with CRMs and WFM is a plus.
• Ability to troubleshoot major call center issues.
• Understanding of the network connectivity behind amazon connect is a plus.
• Participate in and/or lead projects of medium to high complexity.
• Leads on-call production support activities, using the technical knowledge and capability to handle all problems that may arise.
• Establish and maintain strong collaborative relationships with internal and external strategic partners as well as critical IT infrastructure service providers.
• Establish and maintain strong collaborative relationships with internal and external strategic partners as well as critical IT infrastructure service providers.
• Effective Team player

Bachelors degree in a computer-related field (such as Computer Science, Engineering, or MIS), and at least 7 years of IT experience

Minimum 6+ years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Amazon Connect and platforms like, ServiceNow, Zendesk, Salesforce, and any other CRM platforms with additional experience is cloud platforms.

Employement Category:

Contact Details: