What are the responsibilities and job description for the Contact Center Specialist - AWS Connect position at AME IT Solutions?
Position – Contact Center Specialist
Location – Atlanta, GA/ Minneapolis, MN (Hybrid)
Position Type: Contract
Mandatory Skills : Amazon Connect, Node.js
Good to Have Skills: React
Job Description:
We seek a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:
- AWS Connect for voice-based interactions
- Q in Connect for AI-driven agent assistance and automation
- IVR systems and their integration with agent desktop experiences
- Omnichannel customer journey orchestration within an airline or travel industry
Key Responsibilities:
- Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.
- Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.
- Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.
- Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
- Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.
- Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.
- Candidate should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.
Job Type: Contract
Pay: $60.00 - $70.00 per hour
Expected hours: 40 per week
Shift:
- 8 hour shift
- Day shift
Work Location: In person
Salary : $60 - $70
