Cloud and Infrastructure Specialist
| Company | TELUS |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- Demonstrates comprehensive expertise in deploying and managing diverse contact center technologies, including ACD, IVR, VoIP, WebRTC, chat systems, and omni-channel solutions, while implementing complex routing scenarios and integrating AI/ML capabilities
- Holds extensive experience in developing and implementing IVR call and chat flows within the Amazon Connect platform, showcasing proficiency in call routing strategies and configuring Amazon Connect environments to optimize customer interactions
- Demonstrates proficient understanding and hands-on experience with various AWS services, particularly Amazon Connect, Lambda, S3, Athena, DynamoDB, API Gateway, CloudWatch, CloudFormation, Route53, Lakeformation and Kinesis, enabling efficient cloud-based solutions and integrations
- Proves adept at developing innovative solutions and exhibits a strong enthusiasm for hands-on scripting, particularly utilizing JSON and YAML, to create efficient and effective technical implementations
- Demonstrates extensive experience in delivering APIs and possesses strong working knowledge of API-related technologies, including RESTful architecture, web services, and authentication protocols, ensuring secure and efficient system integrations
- Demonstrates extensive expertise in architecting CCaaS, including complex queuing systems, routing logic, and conversational flows, ensuring seamless end-to-end customer journey experiences
- Possesses comprehensive experience in implementing a wide range of contact center capabilities, including softphone integration, advanced analytics, call recording systems, and workforce management tools, to optimize operational efficiency and performance
- Proves capable of leading complex projects, coordinating system upgrades, and managing application rollouts while ensuring continuous engagement with end users and stakeholders throughout the planning and implementation phases
- Demonstrates exceptional communication abilities and strong organizational skills, ensuring effective project management and collaboration.
Responsibilities
- Address user inquiries, conduct problem analysis, formulate solutions and action plans, and collaborate with business and technology teams on project deliverables
- Analyze functional business requirements and design specifications of call routing, call flows and IVR, while providing advanced technical support to develop related project deliverables and enhance contact center applications across all areas of business
- Support technical discovery, cut-over activities, and transition to support/managed services with minimum of 3 years’ experience in contact center technologies and CCaaS expertise
- Deploy and administer applications, including monitoring, performance tuning, logging, call and chat flow diagrams for quality enterprise services, while handling configuration, troubleshooting, and quality assurance tasks
- Create multiple design views to address stakeholder concerns regarding architecture, handle functional and non-functional requirements, and develop proof of concepts that comply with enterprise and solution architecture standards
- Monitors CX trends to gather intelligence on emerging technologies while creating reports and technology roadmaps to share knowledge and insights with others
- Assist in implementing Omni-Channel routing, Sentiment Analytics, CRM Integration, Workforce Management, Outbound campaigns, Evaluation Form, Sync & Async chat with multiple language and Advanced Reporting systems
- Develop and maintain IVR code while managing CI/CD pipelines for deployment across various environments using DevOps practices.
Preferred Qualifications
- Working experience on Python and Node.js
- Experience with natural language and processing systems and artificial intelligence / machine learning platforms
- Experience and understanding of design principles (UML, Design Patterns) and have a track record of taking a solution from architecture level
- Willing to work on supporting users in different time zones
- AWS certification must include AWS Certified Solution Architect (Associate or Professional)