Amazon Connect Call Flow Engineer - 100% REMOTE

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Zeektek, is seeking the following. Apply via Dice today!<br><br>you will play a crucial role in designing, developing, and optimizing our call center operations using Amazon Connect. You will collaborate closely with cross-functional teams to ensure that our customer interactions are efficient, seamless, and deliver an outstanding experience.<br><br><strong>Key Responsibilities:<br><br></strong><ul><li>Amazon Connect Call Flow Design: Work with business stakeholders to understand their requirements and design Amazon Connect call flows and IVR systems that align with their needs.</li><li>Amazon Lex Integration: Leverage Amazon Lex for natural language understanding (NLU) and speech recognition in the development of conversational interfaces.</li><li>Call Flow Development: Create, customize, and maintain Amazon Connect contact flows and IVR scripts to streamline and enhance customer interactions.</li><li>Performance Optimization: Continuously evaluate and optimize the performance of Amazon Connect call flows, ensuring high efficiency and responsiveness.</li><li>Security and Compliance: Implement best practices for security and compliance within Amazon Connect solutions to safeguard customer data.</li><li>Scalability: Plan and implement scalable Amazon Connect call flows that can handle growing call volumes and changing business needs.</li><li>Monitoring and Analytics: Set up monitoring and analytics tools to track the performance of call flows, gain insights, and identify areas for improvement.</li><li>Training and Documentation: Provide training and documentation for call center agents and managers on effectively using Amazon Connect and Amazon Lex.</li><li>Quality Assurance: Establish quality assurance processes to maintain consistency and provide excellent customer service.<br><br></li></ul><strong>Qualifications:<br><br></strong><ul><li>Bachelor's degree in Computer Science, Information Technology, or related field.</li><li>Extensive experience in designing, developing, and implementing Amazon Connect call flows, IVR systems, and Amazon Lex conversational interfaces.</li><li>In-depth knowledge of Amazon Web Services (AWS) and other cloud-based technologies.</li><li>Strong understanding of contact center operations and CRM systems.</li><li>Proven ability to develop complex call flows that support multichannel customer interactions.</li><li>Experience with speech recognition technology and natural language understanding.</li><li>AWS certification is a plus.</li><li>Excellent problem-solving and analytical skills.</li><li>Strong communication and teamwork skills.</li><li>Ability to manage multiple projects and prioritize effectively.<br><br></li></ul>Amazon Connect Call Flow Engineer - 100% REMOTE<br><br>

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