AMAZON Connect Consultant
Noblesoft Technologies Inc.
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Job summary
Noblesoft Technologies Inc. seeks a seasoned Network Voice (UCC Tools) expert to lead Amazon Connect architecture and integrations from Seattle onsite.
The role requires deep experience guiding platform modernization and driving customer experience improvements across contact centers. The ideal candidate will serve as the primary SME for Amazon Connect operations, translating business needs into scalable technical solutions, configuring contact flows, and steering CRM and third-party
Qualifications
- 12+ years of experience in Amazon Connect platform operations.
- SME for Amazon Connect architecture, integrations, and governance.
- Translate business requirements into technical solutions for contact centers.
- Configure contact flows, routing strategies, and call handling processes.
Responsibilities
- Define and drive Amazon Connect architecture, strategy, integrations, and modernization initiatives.
- Serve as primary functional and technical SME for Amazon Connect platform operations.
- Gather and translate business requirements into technical solutions.
- Configure and optimize contact flows, routing, and call handling processes.
- Lead integrations with CRM, workforce management, and third-party systems.
- Collaborate with stakeholders to improve customer and agent experiences.
- Drive platform governance, release management, and change implementation.
- Conduct impact assessments and recommend process improvements.
- Support troubleshooting, root cause analysis, and issue resolution.
- Develop documentation, training materials, and operational best practices.
Skills
Job description
Role :- Network Voice (UCC Tools): Amazon Connect - "Techno Functional Expert"
Location :- Seattle, WA(Onsite)
Job Description :-
Define and drive Amazon Connect architecture, strategy, integrations, and platform modernization initiatives to achieve business and customer experience objectives.
12+ yrs of Experience Required
- Serve as the primary functional and technical SME for Amazon Connect platform operations.
- Define platform strategy, enhancements, and business-aligned transformation initiatives.
- Gather and translate business requirements into technical solutions.
- Configure and optimize contact flows, routing strategies, and call handling processes.
- Lead integrations with CRM, workforce management, and third-party systems.
- Collaborate with business stakeholders to improve customer and agent experiences.
- Drive platform governance, release management, and change implementation activities.
- Conduct impact assessments and recommend process improvements.
- Support troubleshooting, root cause analysis, and issue resolution.
- Develop documentation, training materials, and operational best practices.
Amazon Connect, Contact Flows, AWS Services, Business Analysis, Integration Design, Stakeholder Management.
Thanks & Have a Great Day
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