SME/Contact Center / CS Domain/

As a successful candidate, you will serve as a Subject Matter Expert (SME) in the Contact Center/Customer Service Domain for various M1 initiatives.
• Collaborate with vendors and software partners to design end-to-end solutions for the M1 Digital stack.
• Work with various product owners at different levels to gather requirements and design solutions.
• Work closely with component owners and the software engineering team to build organizational capability in delivering new features for the M1 Digital stack.
• Design and provide end-to-end application solutions, considering future maintainability, performance, and scalability.
• Develop comprehensive technical designs, including contact flows, IVRs, routing strategies, WFM, QM, and integrations with the existing M1 ecosystems.
• Configure and customize Amazon Connect to meet specific business requirements, including reporting and analytics.
• Ensure Calabrio solutions meet operational requirements for WFM and QM.
• Review existing Amazon Connect and Calabrio designs, implementing improvements for performance and usability.
• Responsible for conducting impact analysis and designing modifications to existing systems to support new requirements.
• Troubleshoot and resolve technical issues related to Amazon Connect, Calabrio, and their integrations.
• Monitor the performance of Amazon Connect usage and identify cost optimization opportunities.
• Regularly evaluate cloud applications, hardware, and software.
• Collaborate with IT security teams to monitor the company's cloud privacy.
• Respond to technical issues in a professional and timely manner.
• Offer guidance in infrastructure migration techniques, including bulk application transfers to the cloud.
• Work within the project team to ensure delivery is on time, within budget, and meets the agreed scope.

Qualifications and Requirements
• Bachelor's degree in computer science, computer engineering, or a related field.
• Mandatory experience with Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.
• 5+ years of IT experience in customer service technologies, including contact center cloud-based products, solution design, and implementation, covering areas such as Chatbot, Live Chat, and Email solutions.
• 5+ years of experience in solution architecture roles.
• 5+ years of experience designing, executing, and supporting IT cloud solutions.
• Strong understanding of TMForum frameworks, such as eTOM, SID, and TAM.
• Strong Agile project management skills, including experience in backlog grooming, story points estimation, and sprint planning.
• Excellent knowledge of cloud computing technologies and current computing trends.
• Strong verbal and written communication skills, with the ability to communicate with both technical and non-technical audiences.
• Ability to work in a fast-paced and dynamic environment.
• Ability to stay up-to-date with industry trends and new technologies, and recommend new technologies to meet architectural needs.
• Ability to work independently and communicate with various levels within the organization.
• A background in security is an added advantage.
• Technical Skills Required: Azure Cloud, AWS EC2, Agile Methodology, Amazon Connect, Calabrio.
• Telecommunications domain experience is required.
• Cloud certification is a plus.

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