Our client,an nation's leading insures, is seeking anCloud Contact Center
Location: Chicago, IL
Position Type: IT Full Time
The Cloud Contact Center Developer/Engineer is a technical implementation role who will focus on delivering cloud-based contact center solutions. This role will work directly with customers to capture business requirements, share best practices, make recommendations, document the optimal design, and build the approved solution. This role will support business development activities by providing demos of contact center products. This position will focus on customer interaction applications that will leverage Amazon Web Services (AWS) services and will have daily interaction with Company's Advanced Engineering team.
Duties and Responsibilities:
Ensure customer success in building and launching Amazon Connect solutions.
Educate business stakeholders on the value proposition of Amazon Connect and AWS, and participate and/or lead deep architectural discussions to ensure solutions are designed for successful deployment in the cloud.
Conduct one-to-few and one-to-many training sessions to transfer knowledge to business stakeholders or operations support team.
Capture and share best-practice knowledge amongst the AWS solutions architect community.
Author or contribute to Amazon Connect or AWS customer-facing publications such as whitepapers, blogs or technical guides.
Build deep relationships with senior technical individuals within business to enable them to be cloud advocates.
Act as technical liaison between business stakeholders, vendor partners, engineering teams and operations support.
Bachelor's degree in Telecommunications, Computer Science or related field, or related work experience.
5+ years hands-on experience with contact center technology including networking and telecommunications engineering, telephony systems (including ACD and call automation), vendor and service management and IT security
3+ years working with cloud contact center services (Amazon Connect experience required)
3+ years in vendor and service management, including cloud-based services
Strong understanding of the Amazon Connect platform including contact flows, contact routing, queues and agent setup
Strong knowledge of AWS services and cloud architecture, specifically the services that impact Connect including Lambda, DynamoDB, Lex, Polly, Cloud Watch and Cloud Formation
Experience with communications protocols (i.e., WebRTC, SIP) and APIs
Experience with scripting (e.g., Java, Python, Angular, .NET, Node.js)
Experience building integrations across WFM, CRM, and contact center solutions
Experience managing projects or complex engagements involving multiple stakeholders
Proven experience in the administration of Contact Center application technologies with expertise in call routing, call recording, IVR/self-service, scripting and workforce management.
Experience with Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS) and cloud-based telephony services such as Amazon Connect, Microsoft Teams or similar.
Comfortable working in a fast-paced and ever-changing environment with often-ambiguous business requirements and multiple competing priorities.