Contract Amazon Connect IVR Developer

24 Hour Home Care•El Segundo, CA

9d•Remote

About The Position

24 Hour Home Care is seeking an experienced Amazon Connect IVR Developer for a short-term, high-impact optimization project. This 4-week engagement focuses on assessing and improving the current IVR and call routing experience to reduce friction, improve call outcomes, and enhance the overall customer journey. The role involves hands-on technical configuration, data analysis, and strategic recommendations, requiring cross-functional collaboration with IT, Contact Center Operations, Finance, and Customer Experience teams.

Requirements

Hands-on experience with Amazon Connect, including IVR and call routing configuration.
Experience analyzing Salesforce Voice or contact center call data.
Strong understanding of contact center operations and performance metrics.
Ability to translate technical findings into clear, business-oriented recommendations.
Strong communication and cross-functional collaboration skills.
Experience working in a contract or project-based environment.

Nice To Haves

Experience with Contact Lens for Amazon Connect or similar analytics tools.
Salesforce reporting or dashboard experience related to voice interactions.
Background in IVR redesign, call containment, or customer experience optimization.
Experience in healthcare, services, or high-volume contact center environments.

Responsibilities

Review current Amazon Connect IVR configurations, including menu structures, routing logic, and queue design.
Evaluate prompt clarity and overall caller experience.
Identify opportunities to simplify flows and reduce confusion.
Diagnose root causes of misrouted calls and repeat transfers.
Analyze Salesforce Voice and Amazon Connect call data, including call outcomes, dispositions, queue behavior, transfers, abandonment trends, and failed interactions.
Identify patterns and friction points impacting performance.
Develop clear, actionable recommendations to improve IVR design and routing.
Align solutions with contact center best practices and platform capabilities.
Prioritize improvements based on impact vs. effort.
Assist in implementing approved IVR and routing updates in Amazon Connect.
Partner with internal teams to test and validate changes.
Document updates and support knowledge transfer.