AWS Connect IVR Support

JOB RESPONSIBILITIES

§ Configures and develops Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console

§ Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard

§ Assist with integration of AWS Connect into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch

§ Creates new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services

§ Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service

§ Identifies performance and expectation gaps and facilitates resolution.

§ Identifies operating opportunities for continuous improvement and efficiencies.

§ Ability to work independently and in a team environment with on-call responsibilities.

§ Must be resourceful, assertive, detail oriented, energetic and highly self – motivated.

§ Must have strong oral, written, organizational, presentation and communication skills.

§ Ensures maintenance of standards and objectives related to PCI compliance.

§ Promotes positive employee relations.

§ AWS Connect experience required – API handling experience required (Postman) – SQL knowledge a + - AI Knowledge a huge + (Lex bots)

MINIMUM EDUCATION/ WORK EXPERIENCE:

·      BS in Computer Science/Engineering

·      1-2 years of AWS Connect IVR configuration experience (or 2 – 5+ in similar           software with speech-to-text and natural language processing capabilities)

·      Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies

·      Strong Problem- solving skills

·      Superior communication skills, both written and oral

·      Strong and proven analytical skills