AWS Connect

Job Summary:

Cognizant Technology Solutions is looking for an Amazon Connect candidates with 8+ years of experience.

Location: Remote. Candidates should be in the USA.

Duration: Full Time only - "Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)."

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Required skills:

Amazon Connect, Contact Flow Design, Lambda/Lex Integration, Call Center Routing, AWS, Step Functions, Dynamo, Athena, Cloud Watch, Cloud Formation, EC2

Other Technologies

Salesforce/Any CRM integration, Java, Python, Linux, MySQL, Siebel CRM, Kibana

Soft Skills

Analytical, Detail Oriented, Reliable Team Member, Self-motivated, Strong Work Ethics

Job summary

Around 3+ 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/ML solutions Experience with

• Providing digital experience, business automation solutions using AI/ML as well as contact center technologies
• Managing software evaluations for cloud migrations for customer service channels
• Setting up pilots and POC for solution evaluations and further migration to production solutions.
• Managing and leading technology mergers as a result of organizational acquisitions
• Providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
• Creating learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
• Using agile methodologies (SAFe), have experience with waterfall as well.

Provided cost savings, solution optimization, process improvement for current organization and previous clients.

• Suggested solutions like call back, hybrid EWT and managed for a successful implementation.
• Provided cost savings though infrastructure and server consolidation.
• Provided solution optimization and process improvement with unique template IVR and interaction routing.

Six sigma yellow belt trained, green belt project in progress, cloud certified. Banking, Insurance and Education/e-Learning domain experience Excellent analytical, communication (oral & written) and interpersonal skills. Highly self-motivated, quick learner, team player, challenge seeker

Job responsibilities

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. Implemented 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.

Minimum Qualifications

Must have handled at least contact center cloud migration projects in AWS environment and should have worked in on-premises contact center solutions. project and with sizable team

Education

BS or MS in Computer Science or equivalent work experience Should be self-motivated, a self-starter with clear communication skills who thrives working in a team environment.

EEO Statement & Accommodations

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email with your request and contact information.

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the US, Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us @Cognizant.

Technical Skills

SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.

1
Genesys CC Analyzer/CC Pulse +
PL1
Required

2
Genesys Cloud
PL1
Required

3
Genesys CIM Platform
PL1
Required

Domain Skills

SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.

1
Corporate Action
NA
Required

2
Data Management
NA
Required

Proficiency Legends

Proficiency Level
Generic Reference

PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

---