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Network Voice (UCC Tools)

Prudent Technologies and ConsultingSeattle, WA🇺🇸United StatesPosted Sep 27, 2026

Why This Role Stands Out

This role offers significant growth potential as you define and drive Amazon Connect architecture and strategy, providing you with a platform to become a techno-functional expert. You'll thrive here if you're a proactive problem-solver who enjoys translating business needs into innovative technical solutions and collaborating to enhance customer experiences. Don't miss this chance to make a substantial impact and advance your career in a dynamic on-site environment.

Quick Overview

Seniority

Mid Senior

Work mode

On Site

Location

Seattle, WA, United States

Posted

3 days ago

AWSBusiness AnalysisCRMRoot Cause AnalysisStakeholder Management

Job Description

Role :- Network Voice (UCC Tools): Amazon Connect - "Techno Functional Expert"

Location :- Seattle, WA(Onsite)

Define and drive Amazon Connect architecture, strategy, integrations, and platform modernization initiatives to achieve business and customer experience objectives.

Serve as the primary functional and technical SME for Amazon Connect platform operations.
Define platform strategy, enhancements, and business-aligned transformation initiatives.
Gather and translate business requirements into technical solutions.
Configure and optimize contact flows, routing strategies, and call handling processes.
Lead integrations with CRM, workforce management, and third-party systems.
Collaborate with business stakeholders to improve customer and agent experiences.
Drive platform governance, release management, and change implementation activities.
Conduct impact assessments and recommend process improvements.
Support troubleshooting, root cause analysis, and issue resolution.
Develop documentation, training materials, and operational best practices.

Amazon Connect, Contact Flows, AWS Services, Business Analysis, Integration Design, Stakeholder Management.