Job Description
Note: The job is a remote job and is open to candidates in USA. TECHOHANA is seeking an experienced AWS Voice Consultant with strong Amazon Connect expertise to support a short-term troubleshooting and optimization engagement. The consultant will be responsible for diagnosing and resolving telephony and routing issues within an existing Amazon Connect environment, as well as auditing configurations to ensure best practices are followed.
- Responsibilities
- Troubleshoot Amazon Connect voice routing issues, including calls routing incorrectly or going to voicemail while agents are available
- Diagnose and resolve phone behavior issues such as calls ringing only once or failing to properly route to agents
- Audit Amazon Connect instance configuration, including contact flows, queues, routing profiles, and agent settings
- Identify configuration gaps and provide actionable recommendations aligned with Amazon Connect best practices
- Implement fixes and optimizations to improve call routing reliability and agent availability handling
- Validate system performance and confirm resolution of identified voice and telephony issues
- Skills
- Hands-on experience with Amazon Connect (AWS Connect) configuration and troubleshooting
- Strong experience working with contact flows, queues, routing profiles, and agent states
- Experience diagnosing and resolving voice routing, call handling, and telephony issues
- Familiarity with Amazon Connect architecture, Contact Control Panel (CCP), and voice configuration
- Ability to independently troubleshoot and resolve issues in an existing production environment
- Strong communication skills and ability to document findings and recommendations
- Previous experience implementing or supporting Amazon Connect contact center environments
- Experience auditing and optimizing Amazon Connect configurations
- AWS certifications (Solutions Architect, Developer, or Cloud Practitioner) are a plus
- Experience integrating Amazon Connect with CRM systems is a plus
- Company Overview
- Techohana provides recruitment services for Salesforce professionals. It was founded in 2020, and is headquartered in London, England, GB, with a workforce of 11-50 employees. Its website is http://www.tech-ohana.com.
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