Amazon Connect Specialist (Contact Lens CX) [76227]

Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All contractors will be paid as W2 employees. • Amazon Connect Configuration... • Design, build, and maintain Amazon Connect contact flows, ensuring seamless customer experiences and efficient routing of contacts. • Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights. • 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. • Assist in fine-tuning language models for customer interaction scenarios and use cases. • 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. • Monitor and continuously optimize CX systems to align with evolving business goals and customer needs. Skills: Technical Expertise in Amazon Connect: • Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services. • Strong understanding of Contact Lens and its rules setup for real-time conversational analytics. Machine Learning (ML) Preparation: • Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT. • Experience with training, testing, and evaluating ML models for customer service applications. CX Systems Integration: • Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows. • Knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.). Problem-Solving & Analytical Skills: • SQL experience and ability to self-service querying your own data and building basic spreadsheet reports. • Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for continuous improvement. • Strong data analysis skills, with the ability to turn customer interaction data into actionable insights. Project Management, Communication, Collaboration: • Experience managing cross-functional projects. • Excellent communication skills to work closely with internal teams and stakeholders across the organization. • Ability to translate technical concepts into business terms. • Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required. Education: • Degree or equivalent career experience in Computer Science, Information Technology, Data Science, or a related field. • Certifications in AWS (specifically related to Amazon Connect or other AWS services) are highly desirable. • Proven experience in machine learning, customer experience (CX) systems, or customer service technologies is a plus Apply Job!