Join our dynamic team as a Cloud Telephony Specialist, where you'll leverage your expertise in AWS Connect or TATA Insta CC to enhance sales and consumer operations through optimized agent and caller experiences. This role offers the opportunity to work collaboratively with cross-functional teams and drive impactful solutions in a supportive, forward-thinking environment.
Key Responsibilities
- Utilize 3+ years of experience with AWS Connect or TATA Insta CC to execute and export reports, conduct analytics, and troubleshoot setup failures.
- Support and create components within Amazon Connect or TATA Insta CC, including routing profiles, queues, and agent management, ensuring efficient call center operations.
- Demonstrate a strong understanding of call center operations, IVRs, routing strategies, and contact flows to implement best-in-class solutions.
- Lead discovery and design sessions with business owners to translate requirements into actionable solutions, collaborating closely with development and architecture teams.
- Develop proof-of-concepts (PoCs), create comprehensive design documents, and deliver solution demonstrations to stakeholders.
- Preferably, leverage expertise in at least 2 AWS AI services (e.g., Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe) to enhance customer experience and engagement.
- Utilize customer experience and engagement tools effectively to improve consumer interactions and operational efficiency.
- Apply excellent analytical skills to identify patterns, trends, and potential issues, proactively proposing and implementing solutions.
- Demonstrate a mindset of automation, striving to automate processes wherever feasible.
- Bring strategic insights and best practices to local markets, optimizing operational efficiencies and customer satisfaction.
- Collaborate effectively with cross-functional teams, ensuring seamless integration and implementation of telephony solutions.
- Preferred. Hold at least 1 AWS Associate or Professional Certification, demonstrating proficiency in AWS services and solutions.
Additional Responsibilities
- Create and modify routing profiles, queues, hours of operation, holiday calendars, voicemail messages, prompting, and claim phone numbers as required.
- Lead discovery and design sessions with business owners to implement requested changes to their instance, ensuring alignment with business objectives.
- Work closely with developers and architects to develop and deploy solutions that meet specific business needs and enhance operational effectiveness.
- Conduct quality assurance (QA) and testing throughout solution implementation to ensure functionality and performance meet expected standards.
- Leverage survey data to drive improvements in caller experience, implementing feedback-driven enhancements.
- Review reporting data to identify actionable insights, addressing patterns, trends, and issues with effective solutions.
Requirements
- Proven experience (3+ years) with AWS Connect or TATA Insta CC, including report execution, analytics, and troubleshooting.
- Expertise in creating and managing components within Amazon Connect or TATA Insta CC, such as routing profiles, queues, and agent management.
- Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
- Demonstrated ability to lead discovery sessions, translate requirements into solutions, and collaborate effectively with technical teams.
- Experience in developing PoCs, creating design documents, and conducting solution demonstrations.
- Familiarity with AWS AI services and their integration with customer experience and engagement tools preferred.
- Excellent analytical skills with attention to detail, capable of identifying and addressing operational patterns and issues.
- Proven track record of automation mindset and implementation.
- Strategic thinker with the ability to bring best practices and solutions to optimize local markets.
- Strong communication and collaboration skills with cross-functional teams.
Additional Information. This role offers opportunities for growth and impact within a supportive and innovative environment, with a focus on enhancing telephony operations and customer experiences through advanced cloud solutions.