Network Voice (UCC Tools): Amazon Connect - Techno Functional Expert Remote Location

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

12+ yrs of Experience Required

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.