AWS Connect Specialist X4

AWS Connect Specialist X4

REMOTE WORKING WITH OCASIONAL WORKSHOP MEETINGS IN GLASGOW

ALL CONTRACTORS MUST BE BASED IN THE UK

Role Overview
We're looking for a talented AWS Connect specialist to design, implement, and optimize our cloud-based contact centre solutions. The ideal candidate will have deep expertise in AWS Connect and a passion for creating exceptional customer service experiences through technology.

Key Responsibilities
Design and implement end-to-end AWS Connect solutions for our contact centre operations
Configure and manage call flows, IVR systems, queues, and routing profiles
Develop and integrate Lambda functions to extend AWS Connect functionality
Create and maintain Amazon Lex chatbots for interactive voice and chat experiences
Optimize contact centre operations for efficiency, performance, and customer satisfaction
Collaborate with stakeholders to identify requirements and design appropriate solutions
Provide technical guidance and training to team members on AWS Connect best practices

Qualifications
3+ years of experience with AWS Connect and related services
Strong understanding of contact centre operations and customer experience principles
Proficiency in AWS services including Lambda, DynamoDB, S3, Lex, and Kinesis
Experience with Contact Control Panel (CCP) customization and agent workspace design
Knowledge of telephony concepts, IVR design, and call routing strategies
Programming skills in JavaScript, Python, or similar languages
Nice to have AWS Certification (Solutions Architect, Developer, or specific Contact Centre certification)
Experience with API integrations between AWS Connect and CRM systems
Strong analytical and problem-solving abilities