Transforming Customer Experience with Amazon Connect: Join Our Dynamic Team!
At Onward Search, we're passionate about connecting talented professionals with innovative companies that are shaping the future of customer experience. We're excited to introduce you to an extraordinary opportunity to join a forward-thinking team as an Amazon Connect Specialist, where you'll play a pivotal role in designing and optimizing customer experience solutions using Amazon Connect and Contact Lens technologies. As a key member of our remote team, you'll be working in a dynamic and collaborative environment that values innovation, creativity, and continuous learning.
About the Role: Amazon Connect Specialist (Contact Lens CX)
As an Amazon Connect Specialist, you will be responsible for designing, building, and maintaining Amazon Connect contact flows that ensure seamless customer experiences and efficient routing of contacts. You'll work closely with our data teams to prepare datasets and structure training inputs for GPT-based machine learning models, and assist in fine-tuning language models for customer interaction scenarios and use cases. Your technical expertise in Amazon Connect, machine learning, and CX systems integration will be instrumental in driving our customer experience innovation forward.
Key Responsibilities:
- Amazon Connect Configuration: Design, build, and maintain Amazon Connect contact flows to ensure seamless customer experiences and efficient routing of contacts.
- 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.
- 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.
- Continuous Optimization: Monitor and continuously optimize CX systems to align with evolving business goals and customer needs.
Essential Qualifications:
- Technical Expertise in Amazon Connect: Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services.
- Machine Learning (ML) Preparation: Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT.
- CX Systems Integration: Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows.
- Problem-Solving & Analytical Skills: SQL experience and ability to self-service querying your own data and building basic spreadsheet reports.
- Project Management, Communication, Collaboration: Experience managing cross-functional projects, excellent communication skills, and ability to translate technical concepts into business terms.
Preferred Qualifications:
- AWS Certifications: Certifications in AWS (specifically related to Amazon Connect or other AWS services) are highly desirable.
- Proven Experience: Proven experience in machine learning, customer experience (CX) systems, or customer service technologies is a plus.
- Language Skills: Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required.
Skills and Competencies Required for Success:
To excel in this role, you'll need to possess a unique blend of technical, business, and interpersonal skills. Our ideal candidate is someone who is not only technically proficient in Amazon Connect and machine learning but also has a deep understanding of customer experience principles and practices. You'll need to be an effective communicator, able to translate technical concepts into business terms, and work collaboratively with cross-functional teams to drive customer experience innovation forward.
Career Growth Opportunities and Learning Benefits:
As an Amazon Connect Specialist at Onward Search, you'll have access to a wealth of career growth opportunities and learning benefits. You'll be working with a talented team of professionals who are passionate about customer experience innovation, and you'll have the opportunity to develop your skills in a dynamic and supportive environment. Our company is committed to continuous learning and professional development, and we offer a range of training and development programs to help you achieve your career goals.
Work Environment and Company Culture:
At Onward Search, we pride ourselves on our collaborative and inclusive company culture. As a remote team member, you'll be working in a flexible and dynamic environment that values work-life balance and employee well-being. We're committed to creating a culture that is inclusive, diverse, and supportive, and we believe that our employees are our greatest asset.
Compensation, Perks, and Benefits:
We offer a competitive compensation package that includes a salary, benefits, and perks that reflect our commitment to employee well-being and satisfaction. While we can't disclose the exact details of our compensation package, we can assure you that it's designed to attract and retain top talent in the industry.
Join Our Team: Apply Now!
If you're a motivated and experienced Amazon Connect Specialist looking to drive customer experience innovation forward, we'd love to hear from you. Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we believe that our company culture and values align with those who are passionate about customer experience and innovation.
Don't miss this opportunity to transform customer experience with Amazon Connect. Apply now and join our dynamic team!
Apply Now