AWS Contact Center L3

Overview

AWS Contact Center L3 / CCaaS Lead responsible for overseeing contact center operations and leading CCaaS solutions using AWS Connect, Avaya Aura suite, and Verint recording.

What you'll do

• Lead and manage a team of CCaaS professionals.
• Design, implement, and optimize contact center solutions on AWS Connect.
• Administer and maintain the Avaya Aura suite, including Avaya Contact Center and Avaya Aura Communication Manager.
• Implement and administer Verint recording for quality assurance and compliance.
• Develop and enforce governance policies, procedures, and standards.
• Drive and document SOPs/OPS manuals and LLD/HLD/IDD.
• Monitor and report on contact center performance metrics such as SLA and KPI/OLA.
• Collaborate with stakeholders to identify and implement process improvements.
• Ensure compliance with regulatory requirements and industry standards.

What you'll need

• Experience in contact center operations, governance, and team management (L3 level skills in CCaaS solutions are required).
• Primary skill: AWS Connect (design, implementation, optimization, and administration).
• Secondary skill: Avaya Aura suite (administration and configuration).
• Verint recording solution (implementation and administration) experience.
• Sound understanding of AI/ML.
• Leadership and team management skills.