Join our team as an Amazon Connect Specialist and revolutionize the way we interact with customers! We're on the hunt for a highly skilled and innovative professional to drive success in our remote team. As an Amazon Connect Specialist, you'll be responsible for designing, building, and maintaining Amazon Connect contact flows, ensuring seamless customer experiences and efficient routing of contacts. You'll also implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights.
In this exciting role, you'll have the opportunity to work on a range of projects, including:
- Amazon Connect Configuration: Design, build, and maintain Amazon Connect contact flows to drive customer satisfaction and efficiency.
- Contact Lens Rule Configuration: Develop and fine-tune Contact Lens analytics rules to meet the specific needs of the business, ensuring accurate and effective monitoring of customer interactions.
- GPT Model Training Preparation: Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness.
- CX Tooling and Systems Configuration: Configure and integrate various customer experience (CX) tools, such as CRM systems, ticketing platforms, and other related software, to ensure a unified and efficient customer service infrastructure.
To succeed in this role, you'll need:
- Technical Expertise in Amazon Connect: Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services, as well as a strong understanding of Contact Lens and its rules setup for real-time conversational analytics.
- Machine Learning (ML) Preparation: Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT, and experience with training, testing, and evaluating ML models for customer service applications.
- CX Systems Integration: Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows and knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.).
- Problem-Solving & Analytical Skills: SQL experience and ability to self-service querying your own data and building basic spreadsheet reports, as well as strong data analysis skills, with the ability to turn customer interaction data into actionable insights.
- Project Management, Communication, Collaboration: Experience managing cross-functional projects, excellent communication skills to work closely with internal teams and stakeholders across the organization, and the ability to translate technical concepts into business terms.
In return for your skills and experience, you'll receive a competitive salary and the opportunity to work with a talented team of professionals. If you're a motivated and innovative individual with a passion for customer experience, we'd love to hear from you!
Requirements:
- Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field.
- Certifications in AWS (specifically related to Amazon Connect or other AWS services) are highly desirable.
- Proven experience in machine learning, customer experience (CX) systems, or customer service technologies is a plus.
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