What are the responsibilities and job description for the Contact Center Architect (AWS Connect, IVR) position at Cognowiz?
Job Details
Role: Architect (Contact Center)
Location: Atlanta, GA - Onsite ( Local candidate preferred or Relocation will work)
Location: Atlanta, GA - Onsite ( Local candidate preferred or Relocation will work)
Duration: Contract 12 Months
Job Description:
We are seeking 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.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
