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Job Description
📋 Description Design and configure Amazon Connect contact flows, including self-service IVR, authentication Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent Implement omnichannel customer experiences across voice and chat, including channel-specific Configure and optimize Amazon Connect Agent Workspace capabilities, including screen pops, Amazon Q Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword Support operational CCaaS design and implementation, including queue management, routing profiles 🎯 Requirements Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens Experience building self-service IVR flows and AI-integrated customer journeys in Amazon Connect. Experience with Amazon Lex or comparable NLU/intent-routing patterns in a contact center Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs Understanding of operational CCaaS concepts such as queue management, routing strategy, agent Ability to work from incomplete or high-level business requirements and translate them into 🎁 Benefits Medical, dental, vision Tax-advantaged health care accounts Financial and income protection benefits Paid time off (PTO) and wellness time off
