Amazon Connect Developer

The position works closely with the Technical and Administration teams in all phases including requirement validation, detail design, development, testing, implementation, and support. Working closely with agency contact centers managers to gather business and system requirements, the Amazon Connect Developer proposes comprehensive solutions based on business and technical requirements.

Role and Responsibilities:

• Strong Hands-on experience as a developer involving large scale cloud contact center experience solutions using Amazon Connect platform.
• Hands-on experience in Amazon Connect platform and its capabilities including (but not limited to) Queuing / Routing, Call Flow, Conversational flows using Amazon Lex.
• Strong programming experience with implementing API/Web Services/Lambda.
• Experience integrating Amazon Connect with CRM Solutions (Salesforce, MS Dynamics)
• Solid understanding of Amazon Connect Architect for call flow implementation.
• Responsible for the architected solution and the implementation design of Amazon Connect CX
• Identify engagement-related problem areas and solve issues in a proactive manner
• Maintain regular internal communication with the project team and manager
• Responsible for call flow development in the Amazon Connect platform
• Ability to design and implement interaction flows in Amazon Connect
• Ability to design and implement customizations in Amazon Connect
• Design and build interactive, personalized, and self-service IVRs
• Develop system integrations between Amazon Connect and other platforms
• Design, develop, test and implement AWS Solutions and services
• Creative problem solver experienced in helping identify the best ways to achieve customer desired business outcomes leveraging Amazon technologies
• Troubleshoot; determine root cause; and provide corrective actions to resolve issues related to customer AWS platform issues
• Coordinate upgrade and maintenance activities
• Participate in product development activities on AWS Platform
• Develop technical design and other project related documents
• Design and implement AWS Connect Contact Center Platform

Do you have experience in Software implementation?, * 1-5 years’ experience building IVR Call flows within AWS Connect Platform, call routing, and configuration of Amazon Connect environment

• Experience with Amazon Connect, Contact Flow Design, Lambda Integration Lex Integration and Call Center Routing
• Must have experience implementing at least three Amazon Connect Contact Centers
• Experience working in on-premises contact center solutions is a plus
• Excellent analytical and communication (oral & written) skills
• Highly self-motivated, quick learner, great teammate, challenge seeker
• Government sector experience is a plus
• Solid AWS Cloud and AWS Connect Developer experience
• Extensive experience and knowledge with IVR, Automatic Call Distribution (ACD), Skill-Based Routing, Live Chat
• Experience with process flow documentation creation
• Strong verbal and written communication skills

Personal Characteristics:

• Self-Starter
• Avid Learner
• Customer Focused
• Strong Problem-Solving Skills
• Ability to prioritize tasks and manage multiple projects simultaneously
• Comfortable interfacing with technical and business leaders

Pulled from the full job description

• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * Base salary
• 401k Match
• Health, Vision and Dental
• Health Savings Account (HSA)
• Flexible PTO
• Company Paid Life Insurance
• Performance Bonus

Global Technology Solutions, Inc.is a US-based company that specializes in CCaaS, AI & ML and Cloud Solutions. We are a Gold Partner with Genesys, Advance Partner with AWS, Google Cloud Partner and help with implementation, consulting, managed services, and product development. Our operation is fully remote, and employees do not have to go to the office. We are building a customer-centric agile team to deliver projects for our customers with a higher ROI.

Here are some of the exciting initiatives we are working on:

• Creating AI driven modern and highly scalable CCaaS solutions for our customers
• Designing and developing amazing user experiences across data visualization and analytic
• Building omni-channel solutions to drive customer engagement.
• Creating outcome driven products to solve customer pain points.
• Deploying cutting-edge services with AWS, including microservices and serverless architecture, event notification services, and lots more
• Building innovative and secured solutions on Genesys and AWS

We strongly believe that empowered people are the key to building a great company. Our mission as a company is to create an environment where our people are MOTIVATED and THRIVE.