Voice Engineer

• Capture technical and business requirements (user stories) for transitioning in-scope business lines (voice) and designated IVR call flows to Amazon Connect
• Engage with customer stakeholders to understand current-state contact center operations and desired future-state outcomes
• Design an end-to-end architecture solution for the customer's IVR and Contact Center on AWS Services
• Design call flows and scripts including Amazon Polly text-to-speech patterns for in-scope business lines
• Develop a technical architectural solution and design document for the customer's Amazon Connect environment
• Extend existing Confluence design documentation to include operational runbook items

Required Skills:

• 4+ years of hands-on experience with Amazon Connect , including contact flow design, queue/routing configuration, and instance management
• Strong understanding of contact center operations, call routing...