Contact Center Specialist

OVERVIEW:

We are seeking a senior-level resource with deep expertise in contact center technologies, focused on driving productivity, innovation, and seamless business outcomes. The ideal candidate will have a strong technical and architectural background in AWS Connect, AI-driven automation, IVR systems, and omnichannel customer journey orchestration within the airline or travel industry.

Candidates need to have:

• Architect seamless transitions between IVR and live agents, ensuring customer context is preserved and efficiently surfaced to specialists.
• Solve integration challenges where information transferred to the agent does not extend across multiple applications, minimizing inefficiencies in call handling time.
• Implement deep linking solutions to enable smooth data flow between voice interactions and various specialist applications.
• Leverage AWS 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 enhancing the customer handoff process.
• Drive innovation in contact center automation, ensuring a smooth and intuitive transition between self-service and live assistance.
• Enhance omnichannel orchestration, ensuring a consistent and unified customer experience across voice, chat, and other digital touchpoints.

Job Responsibilities:

• Expertise in AWS Connect for voice-based interactions and Q in Connect for AI-driven automation.
• Strong experience with IVR system design and integration with agent desktop solutions.
• Proven track record in contact center automation and customer journey orchestration within the airline or travel industry.
• Knowledge of API integration, real-time data synchronization, and customer context preservation across multiple platforms.
• Ability to drive technical strategy and innovation, collaborating with business and IT teams to improve customer experience.