Description

Job Description:

  • Total work experience of minimum 15+ years in telecom, Insurance, banking and fintech industry domains
  • Minimum 6+ years of techno managing contact center development projects using Amazon Connect or non-AWS platforms
  • Strong leadership and people management skills with exposure to diversified teams
  • Robust communication skills (written and verbal) in English (must) and French (optional)
  • Excellent communication, conflict resolution, and problem-solving abilities
  • Ability to collaborate effectively with internal/external stakeholders on technical items.
  • Understanding of Agile software development processes and best practices.
  • Knowledge of Contact Flows, Queues, Routing Profiles in Amazon Connect and including complex integrations with Amazon Lex, Lambda
  • Knowledge or work experience in Amazon Lex, Lambda, Dynamo DB, AWS CloudWatch, AWS CloudTrail
  • Good understanding of Amazon IAM concepts, ability to configure and troubleshoot Amazon Connect Contact Flows, CCP issues etc


Job Role

  • Be accountable for end-to-end delivery to meet customer needs
  • Act as the bridge between leadership, development teams, and customer, ensuring alignment and transparency.
  • Collaborating with stakeholders to gather requirements and propose effective strategies
  • Conduct and organize service delivery meetings.
  • Accountable for service delivery performance, meeting customer expectations, and driving future demand


 

Key Skills
Education

Any Graduate

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