Job Description
Role: Voice Collaboration Engineer with Amazon Connect Duration: 6 Months Contract Location: San Diego, CA (Remote is ok) Position Overview: • We are seeking a highly skilled Voice Collaboration Engineer with deep expertise in Unified Communications, UCaaS (Unified Communications as a Service), Amazon Connect, and contact center technologies. • This role will be responsible for designing, implementing, and supporting enterprise voice and collaboration solutions, with a strong focus on IVR scripting, call flow development, call center integrations, on prem UC and UCaaS platforms. • The ideal candidate will have a strong technical foundation in voice and collaboration technologies, hands-on experience in IVR scripting, and a proven ability to work with cross-functional teams to deliver seamless communication solutions. Key Responsibilities • Design, configure, and maintain UCaaS solutions and Amazon Connect call flows to support enterprise and contact center environments. • Develop, implement, and test IVR scripts (using Amazon Lex, Lambda, or similar) to optimize customer self-service and call routing. • Troubleshoot and resolve issues across voice infrastructure. • Integrate Amazon Connect with enterprise applications, CRMs, reporting systems, and workforce management tools. • Collaborate with business units to gather requirements and translate them into technical call flows and voice solutions. • Monitor system performance, analyze call metrics, and implement improvements to meet SLA and CSAT goals. • Partner with vendors and internal teams to manage upgrades, migrations, and new deployments. • Create documentation, knowledge articles, and runbooks for ongoing support. Required Qualifications • 5+ years of experience in Voice Collaboration Engineering or similar roles. • Hands-on experience with Amazon Connect (call flow design, CTR/S3 data, Lambda integration, IVR scripting). • Strong knowledge of UCaaS platforms (Cisco Webex Calling, MS Teams Voice, Zoom Phone, or similar). • Expertise in IVR design and scripting using tools such as Amazon Lex, Node.js, Lambda, or equivalent. • Strong background in call center environments, including workforce optimization, reporting, and dashboards. • Proficiency in troubleshooting complex voice issues, including protocol analysis and log review. Preferred Qualifications • Amazon Web Services (AWS Certified Advanced Networking or AWS Certified Developer – Associate) certifications. • Cisco Collaboration or CCNP Collaboration certifications. • Experience with workforce engagement management (WEM), quality management, or NICE integrations. • Familiarity with automation scripting (Python, PowerShell, or similar). • Experience with ITIL processes (Incident, Change, Problem Management). Soft Skills • Strong communication and collaboration skills, with the ability to work effectively across technical and non-technical teams. • Excellent problem-solving and analytical thinking abilities. • Ability to manage multiple projects in a fast-paced environment. • Customer-focused mindset with an emphasis on reliability and service excellence. • Apply tot his job