Job
Description
About The Role
Project Role Application Tech Support Practitioner
Project Role Description Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills Cloud Contact Center Implementation
Good to have skills NA
Minimum 7.5 year(s) of experience is required
Educational Qualification 15 years full time education
Job SummaryWe are seeking an experienced Assistant Manager Contact Center Transformation with 8+ years of experience in Contact Center technologies and strong hands-on expertise with Amazon Connect and AWS Cloud services. The ideal candidate will focus on the design, development, and implementation of cloud-based contact center solutions, ensuring successful delivery of customer experience transformation initiatives.This role requires strong technical delivery skills, DevOps/CI-CD knowledge, and proficiency in Node.js/Python programming, along with the ability to collaborate with cross-functional teams and enterprise clients. Key Responsibilities:
Solution Design & ImplementationoDesign and implement solutions leveraging Amazon Connect and related AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.).oConfigure, customize, and optimize Amazon Connect features for enterprise contact center environments.oBuild and support API-based integrations with CRM, ERP, Workforce Management, and other enterprise applications.oDevelop applications and automation scripts using Node.js/Python for enhancing contact center functionality.DevOps & DeliveryoImplement and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments.oApply DevOps best practices including Infrastructure as Code (CloudFormation/Terraform), automated deployments, and monitoring.oSupport release management, testing, and operational stability of deployed solutions.Customer Experience TransformationoCollaborate with senior managers and clients to understand requirements and translate them into effective solutions.oContribute to customer experience improvement initiatives through innovative use of AWS services.oProvide technical support and guidance during implementation, ensuring smooth migration and minimal disruption.Agile Project DeliveryoWork as part of an Agile delivery team, participating in sprint planning, reviews, and retrospectives.oEnsure timely delivery of tasks with high quality and adherence to standards.oCollaborate closely with QA, business analysts, and solution architects. Required Skills & Experience:8+ years of experience in Contact Center domain with strong focus on design and implementation.Hands-on expertise in Amazon Connect features and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.).Experience in Node.js and Python programming for contact center applications and integrations.Strong knowledge of DevOps practices and CI/CD tools (AWS CodePipeline, Jenkins, GitLab CI/CD, etc.).Experience implementing Infrastructure as Code (IaC) using CloudFormation, Terraform, or AWS CDK.Good understanding of API-based integrations with Amazon Connect and enterprise platforms.Exposure to Agile methodologies and experience working in fast-paced delivery environments.Strong problem-solving skills and ability to work collaboratively in a team environment. Preferred
Qualifications:Engineering or equivalent degree in Computer Science, Information Technology, or related field.AWS certificationsAWS Certified Developer Associate, AWS Certified DevOps Engineer, or equivalent.Familiarity with Contact Lens, Amazon Kinesis, and real-time analytics solutions for contact centers.Exposure to monitoring and observability tools (CloudWatch, Cloudtrail).Experience in Omnichannel solutions (chat, social, email, voice) integrated with Amazon Connect.Prior experience delivering projects for enterprise clients in BFSI, Telecom, Healthcare, or Retail sectors.
Qualification 15 years full time education
