AWS Connect Engineer

Likewize • Southlake, TX

94d

About The Position

Likewize is searching for an AWS Connect Engineer to join our team at our global headquarters in Southlake, TX. In this role, you will serve internal customers and external call center partners by planning and implementing call center strategies and operations; improving systems and processes; managing staff and communicating value. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform. Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the CCaaS platform to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective.

Requirements

• AWS Connect experience required
• API handling experience required (Postman)
• SQL knowledge a +
• AI Knowledge a huge + (Lex bots)
• BS in Computer Science/Engineering
• 2-5 years of AWS Connect IVR configuration experience (or 7 - 10+ in similar contact center software with speech-to-text and natural language processing capabilities)
• Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies
• Strong Problem-solving skills
• Superior communication skills, both written and oral
• Strong and proven analytical skills

Responsibilities

• Configure and develop Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console
• Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard
• Integrate AWS Connect IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch
• Create new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
• Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers
• Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus
• Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service
• Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met
• Identify performance and expectation gaps and facilitates resolution
• Identify operating opportunities for continuous improvement and efficiencies
• Ability to work independently and in a team environment with on-call responsibilities
• Must be resourceful, assertive, detail oriented, energetic and highly self - motivated
• Must have strong oral, written, organizational, presentation and communication skills
• Ensures maintenance of standards and objectives related to PCI compliance
• Promotes positive employee relations

Benefits

• Competitive pay
• Top-tier benefits
• Access to premium onsite amenities through VariSpace, including an onsite gym, cafeteria, covered parking, games, raffles, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees