AWS Contact Center

T & M Services Consulting Pvt. Ltd.

Roles :- AWS Contact Center (Noida Location)

job location :- Noida location

salary :- 1600000

L2 ( 4-6 yrs)

Manage and Maintain CCP:

• AWS Management Console: For provisioning and management of the Amazon Connect instance.
• Amazon CloudWatch: For monitoring and logging performance and activity metrics.
• AWS Identity and Access Management (IAM): For managing user permissions and access control.

Microservices Integration

• AWS Lambda: For executing backend code in response to events.
• AWS Step Functions: For coordinating microservices into serverless workflows.

Amazon Lex Management

• Amazon Lex: For building conversational interfaces using voice and text.
• AWS Lambda: For backend integration and handling fulfillment logic.
• Amazon Cognito: For user authentication and authorization.

Amazon Kinesis Management

• Amazon Kinesis Data Streams: For real-time data streaming.
• AWS Lambda: For processing data in real-time.

AWS Contact Lens Management

• AWS Contact Lens: For analyzing customer conversations with machine learning.
• Amazon Transcribe: For converting speech to text.
• Amazon Comprehend: For natural language processing and sentiment analysis.
• Amazon S3: For storing conversation transcripts and analysis results.

Secondary Skill : Knowledge of Avaya CC, Genesys Cloud Contact Center, NICE,

L3 (6+ years)

L3 SME to AWS Connect contact center are entrusted with a range of specialized responsibilities that ensure the platforms effectiveness and resilience. These experts provide advanced technical oversight and strategic guidance for all aspects of AWS Connect operations. Their functions include architecting and optimizing solutions for contact routing, integrating third-party systems, and orchestrating the deployment of cloud-based features such as real-time analytics and AI-powered support tools

SME collaborate with development teams to refine workflows, introduce new capabilities, and support continuous improvement initiatives, ensuring that the contact center leverages AWSs full potential for scalability, reliability, and innovation.

AWS Connect Wisdom Management (AI-ML)

• AWS Connect Wisdom: For providing agents with real-time knowledge search powered by machine learning.
• Amazon Kendra: For building an intelligent search capability using machine learning.
• Amazon SageMaker: For building, training, and deploying machine learning models.

Contact workflow creation, User security & routing, profiles configuration, business rule builder, conversational bot integration (lex) with Amazon

connect workflow etc,

Daily, Monthly and Quarterly Performance Review

Managing all P1/P2 &P3 incidents during shift

Closure of all tickets within SLA

Providing the RCA within SLA or Workaround / Solution

Adherence- Monthly Capacity planning reports

Pre & Post implementation review for all RFC's

Cross Skills : Genesys Pure Glod system management, and Adminstation