Amazon Connect Functional Lead (Contact Center)

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<p><strong>Role: </strong>Amazon Connect Functional Lead (Contact Center)</p><p><strong>Location: </strong>Remote</p><p><br></p><p><strong>Description:</strong></p><p>We are looking for an Amazon Connect Functional Lead with strong Contact Center domain experience to lead the functional design and implementation of contact center solutions using Amazon Connect. The role focuses on business processes, call flows, customer experience, and operational optimization.</p><p><strong>Experience: </strong>8–12 years of experience in Contact Center operations and technologies with 2–4 years of Amazon Connect experience.</p><p><strong>Key Responsibilities</strong></p><ul><li>Gather and analyze business and operational requirements for contact center transformation.</li><li>Design IVR flows, call routing strategies, queues, and agent workflows in Amazon Connect.</li><li>Configure and manage contact flows, routing profiles, queues, and user management.</li><li>Work closely with business teams to optimize customer journeys and call handling processes.</li><li>Define call routing logic, escalation paths, and service-level rules.</li><li>Support UAT, testing, and deployment of Amazon Connect solutions.</li><li>Collaborate with technical teams for integrations with CRM and backend systems.</li><li>Monitor contact center performance, KPIs, and reporting.</li></ul><p><strong>Required Skills</strong></p><ul><li>Strong Contact Center domain knowledge (IVR, ACD, call routing, workforce management).</li><li>Hands-on experience with Amazon Connect configuration and contact flow design.</li><li>Experience working with customer service operations and call center processes.</li><li>Knowledge of call center metrics (AHT, SLA, CSAT, FCR).</li><li>Experience with CRM integrations such as Salesforce or ServiceNow.</li></ul><p><strong>Preferred Experience</strong></p><ul><li>Experience with legacy platforms such as NICE, Genesys, Avaya, or Cisco Contact Center.</li><li>Knowledge of AI-powered IVR or voice bots.</li><li>Understanding of speech analytics and contact center reporting.</li></ul>

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