| Job Description: |
Role Descriptions: Job Title Amazon Connect SpecialistJob SummaryWe are looking for an experienced Amazon Connect resource to set up and manage cloud telephony integrated with Salesforce Service Cloud Voice (SCV). This role will focus on configuring Amazon Connect| designing call flows| and supporting voice features to deliver a seamless contact center experience.Key ResponsibilitiesConfigure and manage Amazon Connect instances and telephony componentsSet up inboundoutbound calling| phone numbers| queues| routing profiles| and agent settingsDesign and maintain contact flows IVR| including menus| call routing| callbacks| and hold logicConfigure call recording| monitoring| and reportingTroubleshoot call flow| routing| and telephony issuesCollaborate with Salesforce| IT| and business teams to support voice requirementsRequired Skills ExperienceHands on experience with Amazon Connect configurationStrong knowledge of contact flows| IVR| and call routingUnderstanding of contact center and telephony concepts (ACD| IVR| CTI)Familiarity with AWS IAM and Lambda (preferred)Qualifications35 years of experience in contact center or telephony solutions2 years of Amazon Connect experience| AWS or Salesforce certifications are a plus.
Essential Skills: Job Title Amazon Connect SpecialistJob SummaryWe are looking for an experienced Amazon Connect resource to set up and manage cloud telephony integrated with Salesforce Service Cloud Voice (SCV). This role will focus on configuring Amazon Connect| designing call flows| and supporting voice features to deliver a seamless contact center experience.Key ResponsibilitiesConfigure and manage Amazon Connect instances and telephony componentsSet up inboundoutbound calling| phone numbers| queues| routing profiles| and agent settingsDesign and maintain contact flows IVR| including menus| call routing| callbacks| and hold logicConfigure call recording| monitoring| and reportingTroubleshoot call flow| routing| and telephony issuesCollaborate with Salesforce| IT| and business teams to support voice requirementsRequired Skills ExperienceHands on experience with Amazon Connect configurationStrong knowledge of contact flows| IVR| and call routingUnderstanding of contact center and telephony concepts (ACD| IVR| CTI)Familiarity with AWS IAM and Lambda (preferred)Qualifications35 years of experience in contact center or telephony solutions2 years of Amazon Connect experience| AWS or Salesforce certifications are a plus.
Skills: Salesforce
Experience Required: 8-10
• Top 3 Required Skills:
1. Amazon Connect Configuration & Administration
2. Contact Flows / IVR Design and Call Routing
3. Contact Center & Telephony Concepts (ACD, IVR, CTI)
• Top 3 Preferred Skills:
1. Salesforce Service Cloud Voice (SCV) Integration
2. AWS Services (IAM, Lambda – preferred)
3. Call Monitoring, Recording, and Reporting Configuration
• Education Requirements: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
• Years of Experience: 3–5+ years in contact center or telephony solutions (With 2+ years of hands on Amazon Connect experience)
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