Amazon Connect Expert

As a key member of the ZAPCOM GROUP INC team, you will be responsible for designing and implementing cutting-edge contact center solutions using Amazon Connect.
Job Overview

In this role, you will leverage your expertise in cloud architecture and contact center technologies to deliver high-quality, secure, and scalable solutions that meet the evolving needs of our business.

You will work closely with cross-functional teams to design, develop, and implement complex contact center solutions utilizing the full suite of Amazon Connect features, including IVR/contact flows, queues, agents, and integrations.
Key Responsibilities
• Design and implement custom integrations with CRM systems, ERP Systems, Alert & Monitoring systems, and other business applications.
• Optimize contact center performance by analyzing call flow data, identifying bottlenecks, and implementing improvements to reduce call handling times and improve customer satisfaction.
• Configure and manage Amazon Connect features, including voice and chat capabilities, speech recognition, text-to-speech, and outbound dialing.
• Stay up-to-date with the latest advancements in contact center technology and Amazon Connect features.
• Provide technical support, troubleshoot, and resolve technical issues related to Amazon Connect and its integrations.
Required Skills and Qualifications
• 5+ years of experience in Contact Center technologies and Cloud Architecture.
• 5+ years of hands-on experience with Amazon Connect and AWS.
• 2+ years of experience using Terraform was required.

ZAPCOM GROUP INC offers flexible work from home options. If you are passionate about delivering innovative contact center solutions using Amazon Connect, we encourage you to apply.

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