About Client:The client provides information technology (IT) services, including business outsourcing, infrastructure technology, and application services. The application service offered by the company includes application development, maintenance, and support. The markets served by the company are financial services and insurance, healthcare, manufacturing, government, transportation, communications, and consumerand retail industries.Salary Range: $140k per annum + benefits Job Description:Responsibilities:
- The role also involves designing and implementing enterprise-class security, network, and systems management solutions while continually optimizing stack and infrastructure for cost efficiency, performance, availability, and security.
- Migrate, Modernize and deploy customer call centers to the Amazon Connect platform Architect and design third party integrations with Amazon Connect
- Develop feature functionality for Amazon Connect
- Work internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect.
- You will collaborate with sales teams, leading solutions architects, and engineers in the solutioning and delivery process, focusing on public cloud architectures aligned with industry standards like the AWS Well-Architected Framework.
- Key responsibilities include discovering, assessing, mobilizing, and executing client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs.
- An automation-first approach is pivotal in implementing and maintaining client solutions.
- Desired qualifications encompass a well-rounded IT Operations background, hands-on experience with AWS Connect, familiarity with various AWS services, and active AWS Associate certifications.
- Successful candidates will possess a track record of technical consulting, architecture engagements, and managing AWS environments, along with proficiency in Infrastructure as Code (IaC) and configuration management languages.
- Help in design and implementation of AWS Cloud contact center solutions.
- Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
- Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
- Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
- Provide cost savings though infrastructure and server consolidation
- Provide solution optimization and process improvement with unique template IVR and interaction routing
Required Qualifications:
- At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/Client solutions.
- Hands-on experience in Experience in functional design for contact center solutions;
- Experience helping customer build business cases
- Experience should include people and team management, enterprise architecture and technical leadership.
- Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
- Experience providing digital experience, business automation solutions using AI/Client as well as contact center technologies
- Successful track record managing software evaluations for cloud migrations for customer service channels
- Experience setting up pilots and POC for solution evaluations and further migration to production solutions
- Expertise in managing and leading technology mergers as a result of organizational acquisitions.
- Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
- Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
- Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
- Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
- Experienced in leading operational automation for contact center management and monitoring
- Also skilled in leading major technology transformations in contact center and AI/Client technology.
About ApTask:ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.Candidate Data Collection Disclaimer:At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.If you have any concerns or queries about your personal information, please feel free to contact our compliance team at .