Amazon Connect Specialist (Contact Lens CX) [76227]

Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All contractors will be paid as W2 employees.

• 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.

Skills:

Technical Expertise in Amazon Connect:
• 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.
• Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required.

Education:
• 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

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