Telecommunications Specialist - AWS and Five9

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Requirements:

• Proven experience working with Five9 and AWS Connect or similar cloud-based contact center platforms with at least 3 years of experience.
• Strong understanding of call center operations.
• Proficiency in configuring and customizing the Five9 and AWS platforms, including IVR scripting, call routing, and reporting.
• Hands-on experience with AWS services, specifically AWS Connect, and Five9.
• Experience in designing and implementing AWS Cloud contact center solutions.
• Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
• Strong communication and collaboration skills with cross-functional teams.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Certifications in Five9 and/or Amazon Connect preferred. Knowledge of ZenDesk is a plus.

Responsibilities:

• Managing the setup, configuration, and administration of Five9 and AWS Connect contact center platforms.
• Designing and implementing call flows, IVR scripts, queues, and routing strategies to enhance call handling and improve customer experience.
• Collaborating closely with stakeholders to gather requirements and translate them into technical solutions.
• Providing technical support and troubleshooting issues related to the Five9 platform and AWS Connect.
• Developing custom contact flows and IVR systems.
• Monitoring and analyzing system performance, identifying areas for optimization.
• Creating detailed reports on IVR performance and usage using Five9 and AWS platforms as requested.
• Analyzing IVR performance metrics to identify areas for improvement and making necessary adjustments.
• Ensuring solutions are scalable, secure, and compliant with best practices.