Join our dynamic Cloud Telephony team, where we are dedicated to enhancing and supporting Amazon Connect and TATA InstaCC platforms. As a Cloud Telephony Specialist, you will play a crucial role in connecting business needs with cutting-edge technological solutions. You will provide essential operational support, working closely with sales and consumer operations teams to design, develop, and implement strategies that enhance both agent and caller experiences.
Key Responsibilities
- Configuration Management. Create, modify, and manage routing profiles, queues, hours of operation, holiday calendars, voicemail messages, prompting, and phone number claims as needed.
- Discovery and Design. Lead discovery and design sessions with business owners to understand and address their specific requirements and implement necessary changes to their instances.
- Solution Development. Collaborate with developers and architects to design and develop solutions that effectively meet business needs and objectives.
- Quality Assurance. Conduct thorough QA and testing prior to and during the implementation of solutions to ensure they meet all specified requirements and function correctly.
Requirements
- Experience. 3+ years of hands-on experience with AWS Connect and/or TATA InstaCC, including executing and exporting reports, conducting analytics, and troubleshooting setup failures.
- Technical Skills. 3+ years of experience in supporting and creating Amazon Connect or TATA InstaCC components, such as routing profiles, queues, and agent management.
- Call Center Operations. Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
- AWS AI Services. Preferred experience with at least 2 AWS AI services (e.g., Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe), ideally with a focus on customer experience and engagement.
Why Join Us?
- Be part of a forward-thinking team that is pivotal in driving operational excellence and innovation.
- Work in a collaborative environment with opportunities for professional growth and development.
- Engage with the latest technologies and make a tangible impact on improving customer and agent experiences.
Apply Now
If you are a proactive problem-solver with a passion for cloud telephony and a deep understanding of call center operations, we encourage you to apply and become a key player in our Cloud Telephony team.