As a successful candidate, you will serve as a Subject Matter Expert (SME) in the Contact Center/Customer Service Domain for various M1 initiatives.
- Collaborate with vendors and software partners to design end-to-end solutions for the M1 Digital stack.
- Work with various product owners at different levels to gather requirements and design solutions.
- Work closely with component owners and the software engineering team to build organizational capability in delivering new features for the M1 Digital stack.
- Design and provide end-to-end application solutions, considering future maintainability, performance, and scalability.
- Develop comprehensive technical designs, including contact flows, IVRs, routing strategies, WFM, QM, and integrations with the existing M1 ecosystems.
- Configure and customize Amazon Connect to meet specific business requirements, including reporting and analytics.
- Ensure Calabrio solutions meet operational requirements for WFM and QM.
- Review existing Amazon Connect and Calabrio designs, implementing improvements for performance and usability.
- Responsible for conducting impact analysis and designing modifications to existing systems to support new requirements.
- Troubleshoot and resolve technical issues related to Amazon Connect, Calabrio, and their integrations.
- Monitor the performance of Amazon Connect usage and identify cost optimization opportunities.
- Regularly evaluate cloud applications, hardware, and software.
- Collaborate with IT security teams to monitor the company's cloud privacy.
- Respond to technical issues in a professional and timely manner.
- Offer guidance in infrastructure migration techniques, including bulk application transfers to the cloud.
- Work within the project team to ensure delivery is on time, within budget, and meets the agreed scope.
Qualifications and Requirements
- Bachelor's degree in computer science, computer engineering, or a related field.
- Mandatory experience with Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.
- 5+ years of IT experience in customer service technologies, including contact center cloud-based products, solution design, and implementation, covering areas such as Chatbot, Live Chat, and Email solutions.
- 5+ years of experience in solution architecture roles.
- 5+ years of experience designing, executing, and supporting IT cloud solutions.
- Strong understanding of TMForum frameworks, such as eTOM, SID, and TAM.
- Strong Agile project management skills, including experience in backlog grooming, story points estimation, and sprint planning.
- Excellent knowledge of cloud computing technologies and current computing trends.
- Strong verbal and written communication skills, with the ability to communicate with both technical and non-technical audiences.
- Ability to work in a fast-paced and dynamic environment.
- Ability to stay up-to-date with industry trends and new technologies, and recommend new technologies to meet architectural needs.
- Ability to work independently and communicate with various levels within the organization.
- A background in security is an added advantage.
- Technical Skills Required: Azure Cloud, AWS EC2, Agile Methodology, Amazon Connect, Calabrio.
- Telecommunications domain experience is required.
- Cloud certification is a plus.
