Role: Amazon Connect Implementation Specialist
Work Schedule: Onsite 3 days in Trenton NJ ,remote 2 days.
Duration: 12 months
The Division of Aging Services is moving from the current Avaya Call Center to Amazon Connect. This role will report to the State Lead in implementing and establishing a call center for the Division using Amazon Connect. Guide State staff in the best practices to ensure a timely and efficient roll out. Move DoAS call centers from the current system with the goal of moving other telephony systems to Amazon Connect. Background in enterprise call centers to help DoAS staff understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect. Coaching staff and partner teams to be self-sufficient Maintaining domain knowledge and expertise in enterprise call centers, workforce management, and CRM platforms Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience Assist and recommend architecting and building solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect Providing guidance on the staffing, organizational, security and compliance aspects of transforming the contact center to the Cloud Setting-up and configuring AWS services in-line with best practices Assist Division staff, and partners in learning how to build and move to production grade AWS environments that support Amazon Connect Define and deliver on-site functionalities with Division staff and partners. This includes understanding customer requirements, specifically focused on call center organization, processes, tooling and integration Software development experience with building contact center integrations is a plus. Engagements will include integration and adaptation of existing enterprise call centers into Amazon Connect Provides regular status reports to DoAS IT Director.
- Background in enterprise call centers to help DoAS staff understand, plan and implement best practices around migrating, building, managing and operate Required 3 Years
- Maintaining domain knowledge and expertise in enterprise call centers, workforce management, and CRM platformsRequired 3 Years
- Strong organizational skills and strong ability to prioritize workloadRequired 5 Years
- Ability to interact with all levels of staff, both internal and externally, in both business and technical areasRequired 5 Years