Job Description

We are looking to fill a skilled AWS expert to assist with the migration from its legacy contact center to a modern, cloud-based solution. The goal is also to streamline operations using AI-driven interactive voice response (IVR), advanced call routing, and analytics while integrating with other state systems like CRM and case management platforms. The AWS SME will play a critical role in optimizing and transitioning contact center to Amazon Connect, focusing on solution design, configuration, and implementation. The key responsibilities include:

• Evaluating the current system and defining the optimal Amazon Connect architecture.
• Designing a scalable, secure solution integrated with existing systems (e.g., CRM, IVR).
• Configuring Amazon Connect for call flows, routing strategies, and customer interaction management.
• Setting up integrations with AWS services (Lambda, Lex, S3) and third-party systems.
• Establishing security protocols in line with legal standards (e.g., HIPAA, CJIS).
• Overseeing the migration of contact center data and ensuring minimal disruption.
• Providing technical support and post-go-live troubleshooting.
• Training IT staff and contact center managers on Amazon Connect administration.

Preferred Certification

• AWS-CSA Professional (cloud)
• EMC Cloud Architect (cloud)
• Wireless Support Specialist

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