Location: Noida
Experience: 7+ Years
Notice Period: Immediate Joiners Preferred
Role Overview
We are seeking an experienced AWS Connect L3 SME to provide advanced technical oversight, strategic guidance, and operational management of AWS Contact Center environments. The role involves architecting solutions, optimizing contact workflows, integrating third-party systems, and leveraging AI-powered tools for enhanced agent support.
Key Responsibilities
- Architect and optimize AWS Connect solutions for contact routing, conversational bots, and third-party integrations
- Manage AWS Connect Wisdom for real-time agent knowledge powered by AI/ML
- Build and maintain intelligent search capabilities using Amazon Kendra
- Develop, train, and deploy machine learning models using Amazon SageMaker
- Create contact workflows, configure user security, routing, profiles, and business rules
- Integrate conversational bots (Lex) with AWS Connect workflows
- Conduct daily, monthly, and quarterly performance reviews
- Manage all P1/P2/P3 incidents during shifts and ensure closure of tickets within SLA
- Provide RCA or workarounds/solutions within SLA
- Prepare capacity planning reports and conduct pre/post implementation reviews for all RFCs
- Support continuous improvement initiatives and collaborate with development teams
Cross Skills
- Genesys PureCloud system management and administration
Tools Technologies
- AWS Native tools
- AWS Connect
- Amazon CloudWatch
Desired Skills
- Solid troubleshooting and problem-solving skills in enterprise contact center environments
- Hands-on experience with AWS Connect and related AWS AI/ML services
- Excellent documentation and collaboration skills
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 AWS Contact Center AWS CCProfessional (Noida)
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