Join Today: Amazon Connect Developer / Analyst

workwarp is actively recruiting for the role of Amazon Connect Developer / Analyst! This Remote position offers an immediate start for the right candidate. This position requires a strong and diverse skillset in relevant areas to drive success. We offer a clear and simple compensation of a competitive salary for this position.

 

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Amazon Connect Developer/Administrator/Systems Analyst Summary... • #1 priority is someone who is a master of AWS Connect. - this resource will be outlining the contact flows, cases and profiles for agents to use. • Understanding of broader AWS ecosystems (ex. how AWS translate and AWS Lambda work and how they relate to AWS Connect). • GPT - an understanding of GPT models (ex. prompt fine tuning but not necessarily of how things work under the hood) • Machine Learning - conversational knowledge is all that’s required… system prompt, user prompt, etc. Duties: Amazon Connect Configuration: Design, build, and maintain Amazon Connect contact flows, ensuring seamless customer experiences and efficient routing of contacts. - Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights. Contact Lens Rule Configuration: - Develop and fine-tune Contact Lens analytics rules to meet the specific needs of the business, ensuring accurate and effective monitoring of customer interactions. GPT Model Training Preparation: - Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness. - Assist in fine-tuning language models for customer interaction scenarios and use cases. CX Tooling and Systems Configuration: - Configure and integrate various customer experience (CX) tools, such as CRM systems, ticketing platforms, and other related software, to ensure a unified and efficient customer service infrastructure. - Monitor and continuously optimize CX systems to align with evolving business goals and customer needs. Daily: -Collaborate with Catalyte client services representative on how to add value continuously -Provide coaching, supervision, and mentorship to other team members as required. REQUIRED Skills: Technical Expertise in Amazon Connect: Master - Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services. - Strong understanding of Contact Lens and its rules setup for real-time conversational analytics. Machine Learning (ML) Preparation: - Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT. - Experience with training, testing, and evaluating ML models for customer service applications. CX Systems Integration: - Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows. - Knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.). Problem-Solving & Analytical Skills: - SQL experience and ability to self-service querying your own data and building basic spreadsheet reports. - Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for continuous improvement. - Strong data analysis skills, with the ability to turn customer interaction data into actionable insights. Project Management, Communication, Collaboration: - Experience managing cross-functional projects. - Excellent communication skills to work closely with internal teams and stakeholders across the organization. - Ability to translate technical concepts into business terms. Nice to Have: - Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field. - Certifications in AWS (specifically related to Amazon Connect or other AWS services) are highly desirable. - Proven experience in machine learning, customer experience (CX) systems, or customer service technologies is a plus. - Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required Apply Job!

 

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