Amazon Connect Specialist (Contact Lens CX) [76227]

Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All contractors will be paid as W2 employees.

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.

Skills:

Technical Expertise in Amazon Connect:
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.
Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required.

Education:
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

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