- 10 to 18+ years of IT Experience in customer service technologies including contact center cloud-based products, solution design and implementation.

- Amazon Certified Solution Architect

- Amazon Connect certification (good to have)

- Implementation of AWS Connect with relevant additional services in at least 2 enterprise scale customers

- Proven technologist who has provided measurable impact to customers (end user CSAT, call handling time reduction etc.)

- Experience in designing large scale contact centers from grounds up

- Experience in designing optimal call and chat flows in AWS connect utilizing Voice and Chat bots from Lex or other similar AI

- Hands on design of Lex chatbot and integration with Salesforce, Service now and other third-party
applications using REST APIs/ database

- Experienced IVR consultant with at least 4+ years of AWS connect / Genesys telephony solutions experience

- Experience on Omningage solution on AWS Connect (good to have)

- Passionate about providing the best customer experience to end customers

- Keeps self updated on trends around Front office enterprise architecture and landscapes

- Working knowledge of popular communications protocols and APIs such as WebRTC and SIP

- Experience developing solutions and ready for hands-on code/scripting where required (e.g., Python, Java, .NET, Node.js)

- Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services

Required Skills :

- Architecture patterns (especially integrations)

- Amazon services including Amazon Connect, Contact Flow Design, Lambda