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About the role
Key responsibilities & impact- Collaborate with business and IT teams to design and deliver scalable contact center solutions
- Engage in business analysis and design for contact routing, personalization, and self-service capabilities
- Analyze and define business and agent desktop requirements
- Translate enterprise and business requirements into long-term technical architecture and data lake solutions
- Collaborate with stakeholders across business and technical teams to support scalable contact center transformation initiatives
Requirements
What you’ll need- 4–5 years of experience in voice and data telecommunications
- Hands-on experience with Amazon Connect
- Experience understanding business requirements for technical solutions
- Good knowledge of customer communication channels such as IVR, voice, chat, SMS, email, and digital support platforms
- Experience working with chatbots, voice bots, co-browse solutions, and workflow automation
Benefits
Comp & perks- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
- Social sustainability values
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business analysistechnical architecturedata lake solutionscontact routingpersonalizationself-service capabilitiesworkflow automationchatbotsvoice botsco-browse solutions
Soft Skills
collaborationstakeholder engagementcommunication