AWS Connect Support Engineer

This role involves serving internal and external call center partners by implementing and improving call center strategies and operations, primarily focusing on the AWS Connect system and its integration with the HITS platform. Responsibilities include configuring Contact flows, building custom reports, assisting with API integrations using AWS services like Lambda and DynamoDB, and leveraging cloud contact center technology to enhance customer service. The engineer will troubleshoot integration issues, manage vendor relationships, and identify opportunities for continuous improvement.

Must Have

• Implement call center strategies and operations with AWS Connect.
• Configure and develop AWS Connect Contact flows.
• Build custom reports for AWS Connect configurations.
• Assist with AWS Connect integration into HITS via API.
• Create new Omnichannel capabilities using Chat and Cloud services.
• Troubleshoot integration issues.
• BS in Computer Science/Engineering.
• 1-2 years AWS Connect IVR configuration experience.
• Experience with call center software (IVR, WFM, Queuing).
• Strong problem-solving, communication, and analytical skills.

Good to Have

• SQL knowledge.
• AI Knowledge (Lex bots).
• Resourceful, assertive, detail-oriented, energetic, self-motivated.
• Excellent writing and editing skills.
• Polished and credible company representation.
• Able to independently proofread work.
• Receptive to new programs and policies.
• Ability to handle multiple projects efficiently.
• Develop innovative approaches and ideas.
• Takes calculated risks.

Job Description:

Job Title: AWS Connect Support Engineer

DUTIES AND RESPONSIBILITIES:

Serves internal customers and external call center partners by implementing call center strategies and operations; improving systems and processe. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform.

JOB SCOPE

Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the CCaaS platform to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective.

JOB RESPONSIBILITIES

• Configures and develops Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console
• Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard
• Assist with integration of AWS Connect into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch
• Creates new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
• Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service
• Identifies performance and expectation gaps and facilitates resolution.
• Identifies operating opportunities for continuous improvement and efficiencies.
• Ability to work independently and in a team environment with on-call responsibilities.
• Must be resourceful, assertive, detail oriented, energetic and highly self – motivated.
• Must have strong oral, written, organizational, presentation and communication skills.
• Ensures maintenance of standards and objectives related to PCI compliance.
• Promotes positive employee relations.
• AWS Connect experience required – API handling experience required (Postman) – SQL knowledge a + - AI Knowledge a huge + (Lex bots)

Competencies

• Problem Solving: Responds promptly to internal and external needs; Solicits internal and external user feedback to improve marketing materials; and responds to requests for troubleshooting service and assistance.
• Written Communication: Excellent writing and editing skills across a variety of contexts, including: sales materials, copywriting, press releases, training materials, web, and presentations,
• Oral Communication: Always conducts and presents himself/herself as a polished, credible company representative in all interactions with others, communications, presentations, reports, etc. while similarly enhancing Brightstar’s image as a world class business.
• Independence and Detail Oriented: Able to independently proofread others’ work accurately.
• Demonstrates Adaptability: Is receptive to new programs, policies and changes. Handles day to day work challenges confidently, willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; demonstrates flexibility.
• Works Effectively: possesses the ability to handle multiple projects. Allocates one’s own time efficiently, and effectively arranges multiple projects and processes simultaneously while ensuring their success. Self-motivated and takes initiative. Comfortable managing agencies and internal clients to deadlines.
• Meets challenges with resourcefulness; Develops innovative approaches and ideas; Takes calculated risks; Presents ideas and information in a manner that gets favorable response.

MINIMUM EDUCATION/ WORK EXPERIENCE:

• BS in Computer Science/Engineering
• 1-2 years of AWS Connect IVR configuration experience (or 2 – 5+ in similar contact center software with speech-to-text and natural language processing capabilities)
• Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies
• Strong Problem- solving skills
• Superior communication skills, both written and oral
• Strong and proven analytical skills