JOB DESCRIPTION :

• We are seeking a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:
• AWS Connect for voice-based interactions
• Q in Connect for AI-driven agent assistance and automation
• IVR systems and their integration with agent desktop experiences
• Omnichannel customer journey orchestration within an airline or travel industry

SKILLS:

• Mandatory Skills: Amazon Connect, Node.js
• Good to Have Skills : React
  Job Type: Contract
  Pay: $80.00 - $90.00 per hour
  Expected hours: 40 per week

Shift:

• Morning shift

Ability to Commute:

• Atlanta, GA 30357 (Preferred)

Ability to Relocate:

• Atlanta, GA 30357: Relocate before starting work (Preferred)

Work Location: In perso

• Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.
• Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.
• Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.
• Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
• Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.
• Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.
• Candidate should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.