AWS Connect Engineer

AWS Connect Engineer page is loaded## AWS Connect Engineer locations:
Dallas, TXtime type:
Full time posted on:
Posted Yesterday job requisition :
R-1221
*
* Job Description:

** Likewize is searching for an AWS Connect Engineer to join our team at our global headquarters in Southlake, TX.
In this role, you will serve internal customers and external call center partners by planning and implementing call center strategies and operations; improving systems and processes; managing staff and communicating value. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform.

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.

Your day-to-day responsibilities include but are not limited to:
* Configure and develop 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
* Integrate AWS Connect IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, Dynamo

DB, S3, SES, Cloud Watch
* Create new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services
* Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers
* Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus
* Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service,
* Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met
* Identify performance and expectation gaps and facilitates resolution.
* Identify 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.
* Travel up to 10% will be required.
* 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. Will participate in QA of web experience, identifying format, content, and user experience issues.
* 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…