Responsibilities:- Lead a team of developers and architects in deploying Contact center solutions developed on Amazon Connect Technology stack for omni-channel support. - Propose the best solutions for Front office / Contact centers using Amazon stack (Connect, Lex, Lambda, Kinesis, Amazon Q, Contact Lens etc.) in conjunction with the customers technology landscape - Create customer proposals the most optimal & measurable Amazon stack -based solutions including telephony, chat, and social media channels as required. Defend solution with customer IT team and business team. - Maximize the use of AI (Amazon / others) in front office to drive efficiency and customer experience - Act as a technical liaison between customers, partners, service engineering teams who understand the business requirements and converts them into technology stories - Understand & recommend customer cloud environments in accordance with company security guidelines - Provide expert consultancy & best practices for customers to migrate on-premise contact center to AWS cloud based contact centers - Managing software evaluations for cloud migrations for customer service channels - Manage integration strategies of Contact center (telephony/chat) for various CRMs like Salesforce, Zohodesk, Zendesk, etc. - Evaluate vendors / partner products which can bring value into the overall solutions - Mentor the team members with best practices, technology approaches etc. & providing/arranging trainings as required - Setting up pilots and POC for solution evaluations on latest features / services available on AWS cloud - Create a great digital experience for end customers using the contact center technologies - -Qualifications- 6+ years of IT Experience including 5+ contact center management (cloud contact centers is a plus) - Proven experience in solution design and implementation including planning, development, testing, deployment & support handling - Implementation of AWS Connect with relevant additional services in at least 2 enterprise scale customers. - Complete understanding of AWS Connect integration with popular tools like Salesforce, Zohodesk, Zendesk, etc. - Experience in designing large scale contact centers from grounds up (cloud contact centers is a plus) - - Experience in designing optimal call and chat flows in AWS connect utilizing Voice and Chat bots from Lex or other similar AI agents - Hands on design of Lex chatbot and integration with Zendesk, Zoho, Salesforce, Service now and other third-party applications using REST APIs/ database - Experienced IVR consultant with at least 4+ years of AWS connect / Genesys telephony solutions experience - Experience on Omningage or similar Customer Engagement Platform solutions on AWS Connect (good to have) - Passionate about providing the best experience to end customers - Keeps oneself updated on trends around Front office enterprise architecture and landscapes - Working knowledge of popular communications protocols and APIs such as WebRTC and SIP - Experience developing solutions and ready for hands-on code/scripting where required (e.g., Python, Java, .NET, Node.js) (good to have) - Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services - Amazon Connect certification (good to have)Required Skills:- Handling Amazon Connect based delivery for enterprise customers, including integrations with various AWS services - Ability to compare and contrast different solutions and present the best options to the customers - Architecture patterns (especially integrations) - Amazon services including Amazon Connect, Contact Flow Design, Lambda, Call Center Routing, Step Functions, LEX, Polly, Transcribe, S3, Dynamo, Athena, Kinesis, Cloud Watch, Cloud Formation, Contact Lens, AWS Q, Lex Chatbot, Outbound Campaign, Pinpoint
Job Title
Technical Lead