AWS Contact Center L3
Core
Lead a team of CCaaS professionals to oversee contact center operations, design and optimize solutions on AWS Connect, and manage Avaya Aura and Verint systems.
Role type
Senior IC CCaaS Lead (Infrastructure/Operations)
Builds
Production contact center solutions and operational governance frameworks
Domain
Telecommunications / Cloud Contact Centers
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
AWS Connect design and administration, Avaya Aura suite administration, Verint recording solution implementation, team leadership, governance policy development, contact center operations management, L3 CCaaS expertise, AI/ML understanding
Preferred skills
Workforce management tools, reporting and analytics tools, CCaaS certifications
Technologies
AWS Connect, Avaya Aura, Verint
Responsibilities
Lead and manage a team of CCaaS professionals, Design, implement, and optimize contact centre solutions on AWS Connect, Manage and maintain Avaya Aura suite, Implement and administer Verint recording solution, Develop and enforce governance policies and standards, Monitor and report on contact center performance metrics
Seniority
Senior, hands-on IC with leadership responsibilities
