Provide 1st and 2nd level IT support including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.
Support event, video conference with understanding knowhow and break fix.
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Capture technical and business requirements (user stories) for transitioning in-scope business lines (voice) and designated IVR call flows to Amazon Connect
Engage with customer stakeholders to understand current-state contact center operations and desired future-state outcomes
Design an end-to-end architecture solution for the customer's IVR and Contact Center on AWS Services
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