Senior Contact Center Support Specialist (Amazon Connect)
This job is in your area. Enjoy a short commute and work close to home.
Job Description
Description
:As a Senior Contact Center Support Specialist, you will be responsible for providing expert-level technical support to customers using Amazon Connect. This is a senior level position that requires in-depth knowledge of contact center technology and Amazon Connect specific features.
Responsibilities:
Troubleshoot and resolve complex technical issues related to Amazon Connect,
CloudWatch skills, NLU/IVR scripting and flow logic, Skills-based routing Integration with other AWS services (e.g., S3, Lambda)
Develop and maintain a deep understanding of Amazon Connect architecture and components
Contact Control Panel (CCP) and agent workspace
Cloud-based contact center infrastructure and scalability
Real-time analytics and reporting using Amazon Connect's built-in metrics
Collaborate with internal teams (e.g., Development, Operations, Network, Vendors) to...