NCS Pte Ltd

Experience Required: Minimum 1 to 3 years of hands-on experience in cloud-based contact center platforms like Amazon Connect, Genesys Cloud, Twilio Flex, Avaya Cloud, etc. with expertise in designing, implementing, and supporting enterprise-grade contact center solutions. Role Description: Candidate should be leading solutioning, consulting and will play a crucial role in client demos, new deal support, and advanced feature enablement across Amazon Connect or other equivalent platforms. Resource should be able to go beyond Day 2 operations, working closely with clients and sales teams to design scalable solutions, propose platform enhancements, and showcase new capabilities (AI/ML, integrations, automation). Key Responsibilities: Design and architect scalable contact center solutions on Amazon Connect or similar platforms. Propose enhancements and innovations such as AI-driven interactions, conversational AI, multimodal channels, and advanced reporting. Partner with sales teams for client discussions, workshops, proposals, and RFPs. Build and deliver proof-of-concepts (POCs) and live demos highlighting contact center capabilities (AI/ML, Lex/Polly or equivalents, third-party integrations). Design and implement contact flows, queues, routing profiles, chatbots, and dashboards. Integrate with enterprise directories (AD DS, Azure Entra ID, Okta), CRMs (Dynamics, Salesforce), ITSM tools (ServiceNow, others). Provide input for Day 2 managed services model (team structure, billing mechanisms, optimization strategies). Implement conversational flows (Amazon Lex or similar NLP engines). Leverage multi-language text-to-speech (TTS) tools like Amazon Polly or platform equivalents. Enable multimodal channels: voice, chat, SMS, WhatsApp, web, mobile apps. Design custom reporting (CDR, wallboards, customer journey analytics). Implement post-call surveys, callbacks, compliance workflows (PINs, TC playback). Drive best practices for governance, scalability, and cost optimization. Required Skills Expertise: Strong background in cloud contact center platforms (Amazon Connect or similar). Hands-on experience with integrations (AWS Lambda/APIs, CRMs, ITSMs, SSO providers like Okta/AD). Knowledge of call center processes: IVR, routing, workforce optimization, reporting. Familiarity with AI/ML features (NLP, chatbots, automation). Certifications (Preferred but not mandatory): AWS Certified Solutions Architect (Associate/Professional) OR equivalent cloud certification. AWS Machine Learning / AI Specialty or other NLP/AI-related certifications. Platform certifications (Amazon Connect, Genesys Cloud CX, Twilio Flex, etc.) are a plus. nan