PHIZENIX

Solutions Engineer

• Design and architect comprehensive customer experience solutions leveraging AWS services, particularly Amazon Connect, with a focus on integrating generative AI capabilities to enhance customer interactions
• Develop proof-of-concepts and prototypes to demonstrate innovative solutions to clients, showcasing the potential of combining cloud technologies with AI
• Lead technical discovery sessions and workshops with clients to understand their unique business challenges and translate them into actionable technical solutions
• Write and review code for critical components of client solutions, ensuring high standards of quality and scalability
• Create detailed technical specifications and architecture documents that align with both client requirements and AWS best practices
• Support continuous value delivery initiatives, including solution design, demonstrations, and implementation for signed customer engagements.

Solutions Engineer – AWS Customer Experience, AI

Technical Project Manager

• Lead end-to-end project delivery for Amazon Connect implementations, ensuring on-time and high-quality results.
• Develop and manage detailed project plans, milestones, and resource allocation aligned with delivery standards.
• Serve as the primary technical contact for clients, fostering effective communication between internal teams and stakeholders.
• Conduct regular project reviews, track progress, and proactively manage risks, scope, and budgets.
• Oversee the technical design and configuration of Amazon Connect, including contact flows, queues, routing, and IVR design.
• Coordinate integration with CRM systems, knowledge bases, and enterprise platforms.
• Support AI/ML-driven features using Amazon Lex, Polly, Lambda, and other AWS services.
• Ensure implementations follow AWS best practices in security, reliability, and performance.
• Guide testing and validation through functional, performance, and user acceptance phases.
• Collaborate with Solution Architects to design scalable customer experience solutions using the AWS ecosystem.
• Oversee development of custom integrations, reporting, and analytics using AWS services like Kinesis, QuickSight, and S3.
• Promote best practices for CI/CD pipelines, infrastructure as code, and solution scalability.
• Capture lessons learned, improve delivery frameworks, and stay current on Amazon Connect feature updates.
• Contribute to reusable templates, delivery assets, and implementation methodologies.
• Mentor team members and participate in knowledge-sharing initiatives.
• Support innovation efforts and client presentations to showcase solution capabilities.

Technical Project Manager – Amazon Connect CX Solutions

Business Analyst

• Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements
• Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows
• Perform gap analysis to identify differences between current and desired future state
• Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems
• Map end-to-end customer journeys across voice, chat, and digital channels
• Identify customer pain points, inefficiencies, and opportunities for process improvement
• Define KPIs and success measures for customer experience projects
• Support the design of agent and customer workflows that balance efficiency and empathy
• Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
• Validate that deployed features align with documented business objectives and CX standards
• Support defect triage by clarifying requirements and business impact
• Work with analytics teams to define reporting needs for customer experience measurement
• Analyze customer interaction data, agent performance metrics, and contact center KPIs
• Support continuous improvement by tracking adoption, usage, and outcomes post-deployment
• Act as a liaison between business stakeholders, technical developers, and project managers
• Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
• Prepare and deliver clear documentation, process diagrams, and presentations
• Contribute to client demonstrations and solution walkthroughs

Solutions Engineer – AWS Customer Experience, AI

Technical Project Manager – Amazon Connect CX Solutions

Business Analyst – Customer Experience