Contact Centre Developer

T-Net British Columbia; Burnaby; On-site; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a skilled consultant to enhance customer interactions through Amazon Connect Services. In this role, you will develop and deploy IVR solutions while collaborating with various business partners to ensure optimal performance of call center systems. Your expertise in telephony development and cloud-based solutions will be crucial in driving customer satisfaction and supporting business improvements. This is a fantastic opportunity for a self-starter with a passion for technology and a desire to make a significant impact in a dynamic environment.

Qualifications

• 7+ years in Contact Center environments, including 4+ years in full-life cycle development.
• Experience with Amazon Connect and cloud-based solutions is essential.

Responsibilities

• Develop and deploy Amazon Connect Services for customer interactions.
• Collaborate with business partners and technical teams for system improvements.

Skills

Amazon Connect

IVR Solutions

Telephony Development

Java

Python

Node.js

AWS Services

Cloud Computing

Troubleshooting Tools (CloudWatch, Splunk)

Education

Bachelor's Degree in Computer Science

Equivalent work experience

Tools

AWS Machine Learning Services

CloudFormation

API Gateway

Job description

This position provides experienced level consulting and is responsible for ensuring that call center system features are maintained to support the business efficiently. The primary role of this position develops and deploys Amazon Connect Services including IVR solutions to lead customer interactions and payment processing. The successful candidate will collaborate with various business partners along with technical teams to ensure business improvements are completed to customer satisfaction. Supporting Amazon Connect, a deep understanding of telephony development is required to ensure we continually improve customer experience.

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering or equivalent work experience in the field of Contact Center deployment and support.

Preferred Qualifications:

• 7+ years of overall experience in Contact Center environments, to include a minimum of 4+ years of enterprise, full-life cycle development.
• 2+ years project experience architecting, building, and supporting cloud-based Contact Centre solutions.
• Experience with developing solutions using Amazon Connect, IAM, Lex, Kinesis, Lambda and other AWS Machine Learning services would be a desirable asset.
• Experience with software development using one or more development or scripting languages (e.g. Java, Python, Node.js, PowerShell, C#)
• Experience with Cloud Computing platforms and services (e.g. Amazon AWS Connect, Amazon Lex, IAM, CloudFormation, API Gateway)
• Experience with serverless computing and web platforms such as LAMBDA, Node.js, REACT
• Experience and expertise building secure integrations across CRM, WFM and other related contact center solutions.
• Proven experience with troubleshooting tools CloudWatch and Splunk.

Other Skills/Qualifications:

• Understanding of the software development lifecycle and concepts such as agile, SCRUM.
• Excellent interpersonal and organizational skills, ability to handle diverse situations, multiple initiatives and constantly evolving priorities.
• Demonstrated skills in leadership, communication, mentorship, analysis, troubleshooting and problem-solving.
• Self-starter with deep work experience with secure production implementations on public cloud providers within large enterprises.