What are the responsibilities and job description for the AWS Connect position at Veridic Solutions LLC?
They need to be local as they are back onsite 5 days a week. No way around the onsite requirements.
AWS Connect System Efficiency and Performance Status
AWS Connect System Efficiency and Performance Status
- Call routing by split tunneling versus proxy routing
- Redesign the Q n A BOT interface to address security concerns
- Operate and cloud watch software available to user community along with any alert features (limits based on need)
- Clean up AWS workflows and BOTs to improve the speed in which callers receive treatment and reduce any unnecessary billable seconds on the platform
- Clean up of DEV and PROD environments including s3 buckets and test Lambdas
- Assist in optimizing Operata as a monitoring tool
- AWS Enhancement
- User training on the Connect Console (view users, change FAQs for the BOTS, change IVR call flows)
- Admin interface for ACGR
- Auto Provisioning users: Enable SCIM
- Enable managing users in Connect through active directory, when a user is put in the right active directory group, they get auto provisioned in Amazon Connect
- Tie the SAM process directly to Connect so when a SAM ticket is created and approved the user is auto created in Connect
- Change management process to address minor changes to messages and call flows to software update and SSA network configurations that can impact connect
- AWS data migration to the EDW
- Enterprise Implementation AWS Connect Expansion and Integration with Virtual PBX Systems
- Lead/assist in building the architecture and strategy for utilizing AWS Connect for services to include Regional and Field Offices
- Assist in configuring and testing integration with a virtual PBX system (i.e. Avaya or Ribbon)
- IVR Development and Dashboards
- Review new architecture and assist in migrating the IVR Workflows based on the new architecture
- Design and provide guidance/recommendations for IVR Workflows specific to the Regional and Field Office requirements
- Provide guidance in effectively building dashboards on the performance and KPIs for the overall AWS Connect performan
