Job
Description
While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth. If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi! Must have skills: Amazon Connect Expertise: Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management Integrate Amazon Connect with external systems, CRM tools (e. g. , Salesforce, ServiceNow), AWS services (e. g. , Lambda, S3), databases, and other backend systems Experience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS services Proficient in AWS Lambda, API Gateway, and other serverless services Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies Experience designing disaster recovery mechanisms and handling designing a scalable architecture Familiarity with scripting languages such as Node. js or Python for creating AWS Lambda functions Customer Experience Optimization: Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect Implement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and Polly Optimize Amazon Connect workflows for enhanced customer interactions Administration & Support: Monitor and troubleshoot the performance of the Amazon Connect environment Conduct regular performance reviews and ensure compliance with industry standards and security requirements Automation & Integrations: Experience in CTI integration with CRM Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation Collaborate with development teams to create custom integrations using AWS SDKs or APIs Training & Documentation: Create and maintain documentation for Amazon Connect solutions and workflows Provide training and support to users and administrators on the operation and troubleshooting of the system Communication Skills: Strong written and verbal communication skills to interact with internal teams and customers effectively Good to have skills: Amazon Connect Certifications: AWS Certified Solutions Architect - Associate or AWS Certified Developer - Associate Amazon Connect-specific certifications or experience with contact center implementations AI & Machine Learning Experience: Experience with AI-driven solutions like Amazon Lex for building chatbots or conversational agents Security & Compliance Knowledge: Familiarity with AWS security best practices, including IAM policies, data encryption, and ensuring compliance with standards like GDPR, PCI-DSS, etc Reporting & Analytics: Experience using Amazon QuickSight, Tableau, or other analytics tools for building reports and dashboards Project Management Skills: Ability to lead and manage projects from inception to completion, including gathering requirements, managing timelines, and delivering solutions Experience working in an Agile and DevOps environment If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us !
