Responsibilities:
- Build and design technical specifications for Res Ops IVR Strategy, experience, and delivery.
- Help organizations understand and implement advanced cloud-based solutions, and how to migrate existing workloads to the cloud. Need to shape and implement a strategy to build knowledge and broad use of AWS and other cloud-based technology.
- Monitor and support Cloud based deployments of Prophecy IVR & Customer Experience products, and other dependent Cloud computing tools in proprietary data centers as well as in AWS (Amazon Web Services) Cloud.
- Implementation incorporating the optimization, modernization with innovative technologies.
- Troubleshooting & problem-solving software installation/administration, networking, architecture, and application issues.
- Work with business units to understand Customer issues; identify, analyze, and translate business needs into functional specifications.
- Monitor, analyze, report and present opportunities for operational enhancements, infrastructure optimization, streamlining processes and end-user usability.
Minimum Qualifications
- Bachelor's degree in Information Systems, Computer Science or related field
- 7 or more years of overall relevant experience in a software developer or equivalent role
- Expert in Cloud Engineering & Operations (SaaS/PaaS Services) plan, architect, design, deploy, automate, maintenance.
- Expert knowledge on Interactive Voice Response (IVR)/Omni channel Self-service & Contact Center solutions & applications.
- Be an expert in AWS Contact Flows, Lex bots, IVR Solution strategies.
- Strong technical depth, business aptitude, and the ability to lead in-depth technology discussions, articulating the business value of the AWS platform and services.
- Experience with implementation incorporating the optimization, modernization with innovative technologies.
- Experience building and designing technical specifications for Res Ops IVR Strategy, experience, and delivery.
- Be a SME in CDK (Cloud Development Kit), CloudWatch, DynamoDB, RDS, Step Functions, Lambdas, API Gateways, Typescript and NodeJS.
- Experience includes CICD process with AWS Code Pipeline and Gitlab.
- Experience in supporting production systems covering the large-scale Cloud and On-prem Contact Center/IVR deployment.
- Experience in devising IVR call deflection strategies with Omnichannel experience.
- Be an Innovative strategist with ability to build IVR deflection strategy, technology expert to build strong pillars to reduce CHT.
- Interpersonal and communication skills (essential)
Preferred Qualifications:
- AWS certification preferred
- Experience in leading hybrid teams
