The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Connect Specialist to join our team. In this role, you'll work closely with customers to design, implement, and manage Amazon Connect solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their contact center transformation journey, providing specialized expertise in Amazon Connect and related AWS services throughout the project lifecycle.
As a Senior Connect Specialist, you will possess deep understanding of Amazon Connect, contact center operations, and AWS products and services. You will be proficient in architecting complex, scalable, and secure contact center solutions tailored to meet the specific needs of each customer .
Key Responsibilities
Key job responsibilities
Technical Leadership & Solution Design:
* Collaborate with AWS field sales, pre-sales, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
* Design and implement complex, scalable, and secure Amazon Connect solutions tailored to customer needs
* Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB
* Lead technical and design discussions with IT executives to help enterprises speed their adoption of new contact center technologies and practices
Customer Engagement & Professional Services Delivery:
* Define and deliver on-site Professional Services engagements with partners and customers, including participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings
* Deliver custom solution engagements specifically focused on call center organization, processes, tooling and integration
* Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
* Act as a trusted advisor to customers on contact center industry trends, emerging technologies, and innovative cloud solutions
Implementation & Integration:
* Lead engagements that include short on-site projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services
* Manage integration and adaptation of existing enterprise call centers into Amazon Connect
* Set up and configure AWS services in-line with best practices for contact center operations
* Coach customers and partner teams to be self-sufficient in managing their Amazon Connect environments
Knowledge Sharing & Innovation:
* Create and apply frameworks, methods, best practices and artifacts specific to Amazon Connect implementations
* Share knowledge within the organization through mentoring, training, and creating reusable contact center artifacts
* Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
* Publish and present contact center solutions in large forums and across various media platforms
- 10+ years of experience as a technical specialist with customer-facing experience
- Hands-on experience with architecting and automated provisioning (IaC), configuration management for infrastructure and applications
- Experience with contact center operations, call center management, or customer experience technologies
- Knowledge of contact center concepts including IVR, ACD, workforce management, and quality management
- Strong understanding of telecommunications protocols and contact center integrations
- Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent experience
- Strong communication skills with ability to explain technical concepts to both technical and non-technical audiences- AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional)
- Experience with Amazon Connect, Amazon Lex, and AWS AI/ML services for contact centers
- Software development experience with building contact center integrations (Python, JavaScript, Java)
- Knowledge of CRM systems integration (Salesforce, ServiceNow, etc.)
- Experience with third-party contact center applications (Calabrio, Verint, NICE)
- Understanding of contact center compliance requirements (PCI DSS, HIPAA, etc.)
- Experience with monitoring and analytics tools for contact center operations
- Knowledge of IP networking, VPN's, DNS, load balancing and firewall
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