What are the responsibilities and job description for the AWS Connect Engineer position at Full Potential Solutions?

Overview :

Full Potential Solutions (FPS) is a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. Our offices are spread across US, India and Philippines.

Some exciting initiatives we are working on are :

Design, develop and deploy amazing omni-channel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform
Developing a comprehensive Data, Analytics and Reporting platform to integrate, measure and analyze millions of daily customer interactions / metrics across all our clients
Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry
Developing standardized AI / ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
Building web / mobile apps to improve agent / manager performance across thousands of agents (metrics, gamification, collaboration)
Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI / CD pipelines, event notification services, search services, multi-tenant architecture and lots more.

Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile. We have strong backgrounds in Computer Science, Math and Engineering from top universities. We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team.

Our mission as a company is to create an environment where our people THRIVE.

The AWS Connect Engineer will design, implement, and maintain AWS Connect solutions. This role involves working closely with clients and business teams to develop scalable and robust contact center systems that enhance customer experience.

Responsibilities :

Design and implement contact center workflows, including call routing, queue management, and integration with external systems.

Develop and maintain IVR systems for efficient customer experience.

Ensure high availability and reliability of AWS Connect infrastructure

Collaborate with cross-functional teams to gather requirements and deliver customized solutions

Provide technical guidance and support to the contact center and other stakeholders

Stay updated with the latest AWS services and technologies relevant to contact center solutions.

Integrate AWS Connect with other AWS Services, such as Lambda, DynamoDB, S3, Kinesis, and others, to enable seamless data exchange and leverage advanced functionalities.

Develop and maintain custom AWS Connect applications using AWS Connect APIs to enhance contact center capabilities and meet specific business requirements.

Conduct performance analysis and optimization of AWS Connect solutions to improve contact center efficiency, scalability, and customer experience.

Provide timely resolution to customer / client inquiries and incidents, ensuring high customer satisfaction.

Conduct regular audits of system performance, optimizing AWS Connect solutions to enhance efficiency and user experience

Creating and maintaining comprehensive system and project documentation.

Have a lot of funit's unavoidable

Work directly with and learn from the business, product, analytics and engineering leaders across the organization

Exhibit our core values : integrity, excellence, accountability and grace

Qualifications :

Proven work experience with AWS Connect and other AWS Services, at least 3 years

Strong understanding of AWS Connect and contact center operations and technologies

Excellent problem-solving skills and ability to work in a fast-paced environment

Effective communication skills, both written and verbal

Experience with programming languages such as Python / Javascript for automation and integration tasks

AWS certifications, such as AWS Certified Solutions Architect - Associate or AWS Certified Developer, are a plus.

Familiarity with contact center technologies such as IVR systems, ACD systems and CRM Integrations

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