Kerja Sepenuh Masa, Amazon Connect - Solution Consultant di Cloud Kinetics Federal Territory - Maukerja

Key Responsibilities:

1. Capture technical and business requirements (user stories) for transitioning in-scope business lines (voice) and designated IVR call flows to Amazon Connect
2. Engage with customer stakeholders to understand current-state contact center operations and desired future-state outcomes
3. Design an end-to-end architecture solution for the customer's IVR and Contact Center on AWS Services
4. Design call flows and scripts including Amazon Polly text-to-speech patterns for in-scope business lines
5. Develop a technical architectural solution and design document for the customer's Amazon Connect environment
6. Extend existing Confluence design documentation to include operational runbook items

Required Skills:

4+ years of hands-on experience with Amazon Connect, including contact flow design, queue/routing configuration, and instance management

Strong understanding of contact center operations, call routing strategies, and telephony concepts

Familiarity with Amazon Polly text-to-speech and IVR/DTMF design patterns

Proficiency in AWS infrastructure services including Amazon S3, Amazon CloudWatch, Amazon Kinesis, and IAM/SSO (SAML)

Experience with Infrastructure as Code (IaC) tools (Terraform) for Amazon Connect deployments and CI/CD pipelines

Strong experience with Amazon Connect Contact Lens (rules, analytics, evaluation scorecards, and language configuration)

Experience configuring Amazon Connect Outbound Campaigns (segments, campaigns, dial list management)