We are seeking a highly skilled Cloud Telephony Specialist with extensive experience in AWS Connect and/or TATA Insta CC. The ideal candidate will have a strong background in cloud telephony, call center operations, and AWS services. The role requires someone who can lead discovery and design sessions, translate business requirements into technical solutions, and manage various aspects of cloud telephony systems.
Key Responsibilities
AWS Connect/TATA Insta CC Expertise
- Minimum of 3 years working with AWS Connect or TATA Insta CC.
- Proficient in executing and exporting reports, conducting analytics, and troubleshooting setup failures.
- Experience supporting and creating components such as routing profiles, queues, and agent management.
AWS AI Services
- Preferred experience with at least 2 AWS AI services (e.g., Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe).
- Application of these services in enhancing customer experience and engagement.
- Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
- Ability to lead discovery and design sessions with business owners, translating requirements into best-in-class solutions with development and architecture teams.
- Proven record of developing Proof of Concepts (PoCs).
- Creating detailed design documents.
- Executing demonstrations for stakeholders.
Certifications. At least 1 AWS Associate or Professional Certification is preferred.
This role offers a dynamic work environment with the opportunity to work on cutting-edge cloud telephony solutions. If you meet the above qualifications and are ready to take on a challenging role in a growing field, we encourage you to apply.