| AWS Connect Consulltant - Hybrid at Hartford, Connecticut, USA |
| Email: [email protected] |
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From: Fazal Uddin, Msysinc [email protected] Reply to: [email protected] Title: AWS Connect Consulltant - Hybrid Location: Hartford, CT, USA Length: Long term Restriction: W2 or C2C Send resume to: [email protected] Description: ** Hybrid ** Webcam interview *** very long term project initial PO for 1 year with multiyear extensions *** Job Description: AWS expert to assist with the migration from its legacy contact center to a modern, cloud based solution. The current system lacks scalability, and DSS aims to enhance service delivery with this upgrade, aligning with the states broader technology roadmap. This initiative is a collaboration between BITS and DSS Business Staff, employing an Agile approach to improve customer experience through reduced wait times and modern communication channels such as voice, chat, and SMS. The goal is also to streamline operations using AI driven interactive voice response (IVR), advanced call routing, and analytics, while integrating with other state systems like CRM and case management platforms. The AWS SME will play a critical role in optimizing and transitioning DSSs contact center to Amazon Connect, focusing on solution design, configuration, and implementation. The key responsibilities include: Evaluating the current system and defining the optimal Amazon Connect architecture. Designing a scalable, secure solution integrated with existing systems (e.g., CRM, IVR). Configuring Amazon Connect for call flows, routing strategies, and customer interaction management. Setting up integrations with AWS services (Lambda, Lex, S3) and third party systems. Establishing security protocols in line with legal standards (e.g., HIPAA, CJIS). Overseeing the migration of contact center data and ensuring minimal disruption. Providing technical support and post go live troubleshooting. Training IT staff and contact center managers on Amazon Connect administration Keywords: artificial intelligence sthree information technology golang purchase order wtwo Connecticut AWS Connect Consulltant - Hybrid [email protected] |
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| 12:59 AM 12-Dec-24 |