Job Description

About Brillio: Brillio is the partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Backed by Bain Capital, Brillio is one of the fastest growing digital technology service providers. We help clients harness the transformative potential of the four superpowers of technology - cloud computing, internet of things (IoT), artificial intelligence (AI), and mobility. Born digital in 2014, we apply Customer Experience Solutions, Data Analytics and AI, Digital Infrastructure and Security, and Platform and Product Engineering expertise to help clients quickly innovate for growth, create digital products, build service platforms, and drive smarter, data-driven performance. With delivery locations across United States, Romania, Canada, Mexico, and India, our growing global workforce of over 6,000 Brillians blends the latest technology and design thinking with digital fluency to solve complex business problems and drive competitive differentiation for our clients. Brillio was awarded 'Great Place to Work' in 2021 and 2022

Work Location : Bangalore

Experience : 10 to 15 Years

• Amazon Connect - JD: we\re hiring experienced consultants with a background in enterprise call centers and programming to help our internal customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments. We\re looking for someone who is passionate about: . Working on the cutting edge of innovative AWS products and services
• Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms . Assist internal customers in implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
• Assist internal customers in architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
• Assist internal customers to provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud . Setting-up and configuring AWS services in-line with best practices
• Coaching customers and partner teams to be self-sufficient Responsibilities include: . Expertise - Assist internal customers to collaborate with AWS field BD, pre-BD, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect . Solutions - Assist internal customers to define and deliver on-site Professional Services engagements with partners and customers. This includes participating in pre-BD on-site visits, understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development and programming experience with building contact center integrations is a plus.
• Delivery - Engagements may include short on-site projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect. Insights - Assist internal customers to work with AWS product, engineering and support teams to convey partner and customer needs and feedback as input to technology roadmaps. Share real world implementation challenges and recommend new capabilities that would simplify adoption and drive greater value from use of AWS cloud services. Contribute to best practice in the form of whitepapers and playbooks. . Partnering - Work with new vendors to help them become MSPs and enable and upskill existing partners. BASIC QUALIFICATIONS . Bachelor\s degree . At least 5 years of experience in programming languages (such as Python, Java, Nodejs), databases (such as RDBMS orNo SQL) and integrating various customer service and operations systems (such as CRM and ERP) using REST and SOAP protocols . Hands-on technical practitioner and individual contributor. PREFERRED QUALIFICATIONS . Computer Science, Information Systems, or Engineering background preferred Master\s degree desired. . 3 years of experience building call center or collaboration or telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms. Professional Services or Consulting experience in highly-visible customer-facing roles. . Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment . Hands-on experience working on the design, development and deployment of contact center solutions at scale
• Familiarity with Amazon Connect capabilities, benefits, and required deployment skills and Genysis