Senior Connex and Amazon Connect Platform Specialist

SUMMARY:
We are seeking a highly skilled Senior Connex and Amazon Connect Platform Specialist to lead the design, implementation, support, and optimization of our cloud-based contact center platforms. This role will be instrumental in driving innovation, improving customer experience, and supporting our business's digital transformation initiatives through Amazon Connect and Connex platform technologies.

POSITION INFO:
Requirements:

• 5+ years’ experience in contact center technology with a focus on Amazon Connect.
• Solid experience with Connex platform implementation and management.
• Proficiency with AWS services such as Lambda, S3, CloudWatch, DynamoDB, and IAM.
• Experience integrating Amazon Connect with CRMs (e.g., Salesforce, Zendesk) and other communication channels.
• Strong scripting or development knowledge (e.g., Python, Node.js, JavaScript).
• Experience with API integrations, call recording systems, and real-time dashboards.
• Excellent troubleshooting and communication skills.
• Ability to document solutions and train users effectively.
• AWS certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer, or Connect specialty certs).

• Experience with AI/ML integrations, chatbots, or Lex.
• Familiarity with CI/CD practices and DevOps tools (e.g., Git, Jenkins, Terraform).
• Experience working in regulated industries or with data privacy/security requirements (e.g., GDPR, HIPAA).

• Lead the architecture, configuration, and management of Amazon Connect and Connex contact center platforms.
• Collaborate with cross-functional teams including Customer Experience, IT, DevOps, and third-party vendors to ensure seamless integration with CRMs, ticketing systems, and other enterprise tools.
• Design and implement IVR flows, call routing strategies, Lambda functions, and real-time analytics dashboards.
• Maintain and optimize platform performance, reliability, and scalability.
• Manage security, compliance, and governance requirements on the platform.
• Provide technical leadership and mentorship to junior team members.
• Handle incident response, root cause analysis, and implement proactive monitoring strategies.
• Stay updated with new AWS services, Amazon Connect updates, and Connex platform developments to drive continuous improvement.