Job Description
Inviting applications for the role of Consultant - Amazon Connect Full Stack Developer
We are looking for a candidate with experience in Information and Technology with hands-on experience Amazon Connect. In this role you will be required to configure and maintain end to end contact centre using Amazon Connect and AWS (Amazon Web Services). Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. Configure host integrations for IVR and agent desktop.
Responsibilities
Amazon Connect Full Stack Developer (IVR & Integrations)
.Hands on experience with developing APIs needed as part of integrations such as REST API, Web API, Database integrations and middleware integrations
.Deep understanding of Web services, Web hooks, REST APIs
.Good understanding of any of the AWS services such as Amazon Translate, Amazon Comprehend, DynamoDB, Lex, Kinesis streams, Lambda etc.
.Hands-on experience with developing integrations for at least one CCaaS such as Amazon Connect / Genesys / NiceCX / TalkDesk / Twilio FLex
.Hands on experience with developing one or more of below
oVirtual Agent (Voice / Chat)
oAgent Assist with KB search, Next best action, Translation / Transcription capabilities
oVoicemail applications
oSMS or social media integration with Contact Center
.General integrations experience of 8+ years using .Net and Java based APIs
.Good know how of Node JS, Angular, React and Python
.Good knowhow of AI/ML, Computer Vision AI, Fraud Detection
.Mandatory integration experience with one each of below 3rd party applications like
oAny of the CRMs such as Salesforce, Pega,
oAny of the ITMS ServiceNow, Jira
oAny of the WFO Calabrio, Verint, Aspen etc
oAI (Kore.ai)
Preferred Qualifications/ Skills
.Configure and maintain end to end contact centre using Amazon Connect and AWS services
.Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience
.Configure host integrations for IVR and agent desktop
.Keep up-to-date with the latest features launched for Amazon Connect and AWS CCI. Test the new features and keep them ready for demo
.Help in creating a prototype for new features required with Amazon Connect for industry requirements
.Build custom demos for industry and vertical requirements
.Training and upskilling the support team
.Review existing clients AWS account and guide optimization of contact centre and AWS billing
.AWS solution architect/sys ops certification
.Contact centre support experience : 2+ years
.Amazon Connect: Technical accreditation.
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.Amazon Connect implementation experience of 3 implementations
.Contact Flow /IVR tree, Amazon Connect service quota optimization
.Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario
Qualifications we seek in you!
Minimum Qualifications
.BE/BTECH/MCA
Skills
AngularPythonJavaWeb ServicesSalesforceDeveloperApiFull StackReactIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Genpact was founded in 1997 as a unit of General Electric. The company was founded as GE Capital International Services (GECIS) in New Delhi. Starting with 20 employees under the leadership of CEO Pramod Bhasin, its charter was to provide business process outsourcing solutions to GE's businesses. In the beginning, GECIS created processes for outsourcing back-office activities for GE Capital such as processing car loans and credit card transactions. It was an experimental concept at the time and the beginning of the Business-Process-Outsourcing (BPO) industry.
One year after its launch, GECIS employed about 800 people and generated revenues of US$4 million. By 2001, GECIS operations had grown to 12,000 employees and the company began to manage a wide range of processes across GE's financial services and manufacturing businesses. Jack Welsh, CEO of GE at the time, said that GECIS was a key driver of GE’s growth between 1998 and 2001, and was responsible for reducing operating costs by approximately US$1 billion.
In 2003, GE reduced its stake in GECIS to 40% and sold the remainder to two American private equity firms. At the time of the sale, GECIS employed around 13,000 people in India and 4,000 people in the US, China, Hungary and Mexico, providing a range of solutions in areas such as finance and accounting, insurance claim processing, IT management and technical support.
By 2004, GECIS oversaw around 700 business processes for GE that had migrated from the US to India, generating revenues of US$426 million.
Important dates & deadlines?
Application Deadline
17 Jun 26, 05:33 PM IST
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Consultant – Amazon Connect Full Stack Developer
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