Senior Engineer - Call Routing and Contact Center Tech

Drive transformative contact center solutions as a Senior Engineer specializing in call routing. Utilize your expertise in Amazon Connect and data analysis to elevate customer service experiences.

In this critical role, you will report to the Senior IT Manager and lead initiatives in contact center technology design and implementation. Your responsibilities will include creating routing profiles, analyzing performance metrics, and fostering collaboration across teams to align strategic objectives with operational execution. Your insights will guide system improvements for optimal service delivery.

Key Responsibilities: • Design and implement robust call routing strategies • Optimize Amazon Connect contact flows and systems • Analyze metrics for operational efficiency improvements • Collaborate closely with business technology groups • Maintain comprehensive documentation of system architecture

Requirements: • 10+ years in contact center technologies • Significant experience with Amazon Connect • Proficiency in AWS services and telephony systems • Strong problem-solving abilities and analytical skills • Exceptional communication and project management skills

Leverage your technical acumen to enhance the effectiveness of a multifaceted contact center environment, ensuring exceptional customer satisfaction through innovative solutions.

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