Amazon Connect Developer / Analyst

Amazon Connect Developer/Administrator/Systems Analyst

Summary...
• #1 priority is someone who is a master of AWS Connect. - this resource will be outlining the contact flows, cases and profiles for agents to use.
• Understanding of broader AWS ecosystems (ex. how AWS translate and AWS Lambda work and how they relate to AWS Connect).
• GPT - an understanding of GPT models (ex. prompt fine tuning but not necessarily of how things work under the hood)
• Machine Learning - conversational knowledge is all that’s required… system prompt, user prompt, etc.

Duties:

Amazon Connect Configuration:

Design, build, and maintain Amazon Connect contact flows, ensuring seamless customer experiences and efficient routing of contacts.

• Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights.

Contact Lens Rule Configuration:

• Develop and fine-tune Contact Lens analytics rules to meet the specific needs of the business, ensuring accurate and effective monitoring of customer interactions.

GPT Model Training Preparation:

• Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness.

• Assist in fine-tuning language models for customer interaction scenarios and use cases.

CX Tooling and Systems Configuration:

• Configure and integrate various customer experience (CX) tools, such as CRM systems, ticketing platforms, and other related software, to ensure a unified and efficient customer service infrastructure.

• Monitor and continuously optimize CX systems to align with evolving business goals and customer needs.

Daily:

• Collaborate with Catalyte client services representative on how to add value continuously

• Provide coaching, supervision, and mentorship to other team members as required.

REQUIRED Skills:

Technical Expertise in Amazon Connect: Master

• Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services.

• Strong understanding of Contact Lens and its rules setup for real-time conversational analytics.

Machine Learning (ML) Preparation:

• Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT.

• Experience with training, testing, and evaluating ML models for customer service applications.

CX Systems Integration:

• Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows.

• Knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.).

Problem-Solving & Analytical Skills:

• SQL experience and ability to self-service querying your own data and building basic spreadsheet reports.

• Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for continuous improvement.

• Strong data analysis skills, with the ability to turn customer interaction data into actionable insights.

Project Management, Communication, Collaboration:

• Experience managing cross-functional projects.

• Excellent communication skills to work closely with internal teams and stakeholders across the organization.

• Ability to translate technical concepts into business terms.

Nice to Have:

• Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field.

• Certifications in AWS (specifically related to Amazon Connect or other AWS services) are highly desirable.

• Proven experience in machine learning, customer experience (CX) systems, or customer service technologies is a plus.

• Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required

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