Skills / Requirements:

Exceptional Consulting Techno-Functional Manager experience using Amazon Connect and WFM products

Mastery Configuration and Implementation knowledge of Contact Center as a Service (CCaaS) solution.

Solid experience in preparing, guiding client in Contact Center Call flow Visio / Draw.io diagrams; Conduct requirements JAD sessions; takes and publish notes, follow through requirements Action Items; become a close associate of client and take them through the Call center solution design

Mastery / exceptional hands-on, demonstratable Amazon Connect and WFM products implementation experience

Mastery experience in AWS Solution stack Dev Ops / pipelines; Ability to code Lambdas, Lex Bots, Contact Lense, Audit Trails, Flow design and implementation experience of Incoming, Outgoing, Callbacks, ACW, Whisper flows

Solid Experience in CTRs, DynamoDB, manage customer profiles, Forecasting, Capacity planning and Scheduling, Knowledge of Voice ID, Solution Security

Ability to configure Amazon Connect Salesforce CTI Adapter working w Salesforce team

Configuration, implementation and troubleshoot Issues (review logs) of Amazon Connect Contact Control Panel (CCP) that is integrated w Salesforce Agent Console.

Ability to demonstrate bi-weekly scrum working product client demos.

A bachelors / master’s degree in computer science or related field

Total 8+ years of experience in Call Center solutions and at least 3+ years in Amazon Connect and WFM products experience

AWS Solutions Architect Professional or Associate Certification

This is a remote position.