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Likewize · 3 days ago

AWS Connect Engineer

Dallas, TX

Full-time

Onsite

Mid, Senior Level

2+ years exp

Likewize is a global tech protection company seeking an AWS Connect Engineer to join their team at their headquarters in Southlake, TX. The role focuses on planning and implementing call center strategies, managing AWS Connect systems, and improving customer satisfaction through effective integration and configuration of call center technologies.

InsuranceMobileMobile DevicesService IndustryTechnical SupportTelecommunicationsWireless

No H1B

Responsibilities

Configure and develop Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console

Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard

Integrate AWS Connect IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch

Create new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services

Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers

Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus

Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service

Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met

Identify performance and expectation gaps and facilitates resolution

Identify operating opportunities for continuous improvement and efficiencies

Ability to work independently and in a team environment with on-call responsibilities

Must be resourceful, assertive, detail oriented, energetic and highly self – motivated

Must have strong oral, written, organizational, presentation and communication skills

Ensures maintenance of standards and objectives related to PCI compliance

Promotes positive employee relations

Travel up to 10% will be required

Qualification

AWS ConnectAPI handlingIVR configurationSQL knowledgeAI knowledgeProblem solvingWritten communicationOral communicationDetail orientedAdaptability

Required

AWS Connect experience required

API handling experience required (Postman)

SQL knowledge a +

AI Knowledge a huge + (Lex bots)

BS in Computer Science/Engineering

2-5 years of AWS Connect IVR configuration experience (or 7 – 10+ in similar contact center software with speech-to-text and natural language processing capabilities)

Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies

Strong Problem-solving skills

Superior communication skills, both written and oral

Strong and proven analytical skills

Candidates must be authorized to work in the U.S. without sponsorship nor or in the future