Amazon Connect Call Flow Engineer - 100% REMOTE

you will play a crucial role in designing, developing, and optimizing our call center operations using Amazon Connect. You will collaborate closely with cross-functional teams to ensure that our customer interactions are efficient, seamless, and deliver an outstanding experience.

Key Responsibilities: ? Amazon Connect Call Flow Design: Work with business stakeholders to understand their requirements and design Amazon Connect call flows and IVR systems that align with their needs. ? Amazon Lex Integration: Leverage Amazon Lex for natural language understanding (NLU) and speech recognition in the development of conversational interfaces. ? Call Flow Development: Create, customize, and maintain Amazon Connect contact flows and IVR scripts to streamline and enhance customer interactions. ? Performance Optimization: Continuously evaluate and optimize the performance of Amazon Connect call flows, ensuring high efficiency and responsiveness. ? Security and Compliance: Implement best practices for security and compliance within Amazon Connect solutions to safeguard customer data. ? Scalability: Plan and implement scalable Amazon Connect call flows that can handle growing call volumes and changing business needs. ? Monitoring and Analytics: Set up monitoring and analytics tools to track the performance of call flows, gain insights, and identify areas for improvement. ? Training and Documentation: Provide training and documentation for call center agents and managers on effectively using Amazon Connect and Amazon Lex. ? Quality Assurance: Establish quality assurance processes to maintain consistency and provide excellent customer service.

Qualifications: ? Bachelor's degree in Computer Science, Information Technology, or related field. ? Extensive experience in designing, developing, and implementing Amazon Connect call flows, IVR systems, and Amazon Lex conversational interfaces. ? In-depth knowledge of Amazon Web Services (AWS) and other cloud-based technologies. ? Strong understanding of contact center operations and CRM systems. ? Proven ability to develop complex call flows that support multichannel customer interactions. ? Experience with speech recognition technology and natural language understanding. ? AWS certification is a plus. ? Excellent problem-solving and analytical skills. ? Strong communication and teamwork skills. ? Ability to manage multiple projects and prioritize effectively.

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