AWS Connect Specialist X4

AWS Connect Specialist X4

REMOTE WORKING WITH OCASIONAL WORKSHOP MEETINGS IN GLASGOW

ALL CONTRACTORS MUST BE BASED IN THE UK

Role OverviewWe're looking for a talented AWS Connect specialist to design, implement, and optimize our cloud-based contact centre solutions. The ideal candidate will have deep expertise in AWS Connect and a passion for creating exceptional customer service experiences through technology.

Key ResponsibilitiesDesign and implement end-to-end AWS Connect solutions for our contact centre operationsConfigure and manage call flows, IVR systems, queues, and routing profilesDevelop and integrate Lambda functions to extend AWS Connect functionalityCreate and maintain Amazon Lex chatbots for interactive voice and chat experiencesOptimize contact centre operations for efficiency, performance, and customer satisfactionCollaborate with stakeholders to identify requirements and design appropriate solutionsProvide technical guidance and training to team members on AWS Connect best practices

Qualifications3+ years of experience with AWS Connect and related servicesStrong understanding of contact centre operations and customer experience principlesProficiency in AWS services including Lambda, DynamoDB, S3, Lex, and KinesisExperience with Contact Control Panel (CCP) customization and agent workspace designKnowledge of telephony concepts, IVR design, and call routing strategiesProgramming skills in JavaScript, Python, or similar languagesNice to have AWS Certification (Solutions Architect, Developer, or specific Contact Centre certification)Experience with API integrations between AWS Connect and CRM systemsStrong analytical and problem-solving abilities