Job Description

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Cloud Contact Center Implementation

Good to have skills :

NA

Minimum

7.5

year(s) of experience is required

Educational Qualification :

15 years full time education



Job Summary: We are seeking an experienced Assistant Manager - Contact Center Transformation with 8+ years of experience in Contact Center technologies and strong hands-on expertise with Amazon Connect and AWS Cloud services. The ideal candidate will focus on the design, development, and implementation of cloud-based contact center solutions, ensuring successful delivery of customer experience transformation initiatives. This role requires strong technical delivery skills, DevOps/CI-CD knowledge, and proficiency in Node.js/Python programming, along with the ability to collaborate with cross-functional teams and enterprise clients. Key Responsibilities: o Solution Design & Implementation o Design and implement solutions leveraging Amazon Connect and related AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.). o Configure, customize, and optimize Amazon Connect features for enterprise contact center environments. o Build and support API-based integrations with CRM, ERP, Workforce Management, and other enterprise applications. o Develop applications and automation scripts using Node.js/Python for enhancing contact center functionality. o DevOps & Delivery o Implement and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments. o Apply DevOps best practices including Infrastructure as Code (CloudFormation/Terraform), automated deployments, and monitoring. o Support release management, testing, and operational stability of deployed solutions. o Customer Experience Transformation o Collaborate with senior managers and clients to understand requirements and translate them into effective solutions. o Contribute to customer experience improvement initiatives through innovative use of AWS services. o Provide technical support and guidance during implementation, ensuring smooth migration and minimal disruption. o Agile Project Delivery o Work as part of an Agile delivery team, participating in sprint planning, reviews, and retrospectives. o Ensure timely delivery of tasks with high quality and adherence to standards. o Collaborate closely with QA, business analysts, and solution architects. Required Skills & Experience: o 8+ years of experience in Contact Center domain with strong focus on design and implementation. o Hands-on expertise in Amazon Connect features and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.). o Experience in Node.js and Python programming for contact center applications and integrations. o Strong knowledge of DevOps practices and CI/CD tools (AWS CodePipeline, Jenkins, GitLab CI/CD, etc.). o Experience implementing Infrastructure as Code (IaC) using CloudFormation, Terraform, or AWS CDK. o Good understanding of API-based integrations with Amazon Connect and enterprise platforms. o Exposure to Agile methodologies and experience working in fast-paced delivery environments. o Strong problem-solving skills and ability to work collaboratively in a team environment. Preferred Qualifications: o Engineering or equivalent degree in Computer Science, Information Technology, or related field. o AWS certifications: AWS Certified Developer - Associate, AWS Certified DevOps Engineer, or equivalent. o Familiarity with Contact Lens, Amazon Kinesis, and real-time analytics solutions for contact centers. o Exposure to monitoring and observability tools (CloudWatch, Cloudtrail). o Experience in Omnichannel solutions (chat, social, email, voice) integrated with Amazon Connect. o Prior experience delivering projects for enterprise clients in BFSI, Telecom, Healthcare, or Retail sectors.




15 years full time education