What are the responsibilities and job description for the Contact Center Specialist position at Smart IT Frame LLC?
Job Title: Contact center specialist
Work Location : Atlanta, GA / Minneapolis, MN
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 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.
Skills
Mandatory Skills : Amazon Connect, Node.js
Good to Have Skills : React
