Amazon Connect Migration Specialist

2 weeks ago


Atlanta, Georgia, United States Omni Inclusive Full time
Contact Center Modernization

The Omni Inclusive Contact Center Modernization project aims to migrate all Lines of Business using Genesys as their Contact Center solution to Amazon Connect, a 100% cloud-based Omni channel contact center. This transformation will enable superior customer service across voice and chat at a lower cost.

Key Responsibilities:

  • Review existing Contact Center reporting capabilities with Lines of Business and map them to the target state Amazon Connect platform.
  • Satisfy reporting requirements for Lines of Business migrating to Connect using out-of-the-box capabilities in Connect.
  • Document reporting capabilities that require custom solutions and assist the development team with the design of the reporting framework.
  • Partner with the Enterprise Data Office and Business Insights team to assist Lines of Business with data mapping for historical reporting via the Enterprise Data Lake.
  • Build a knowledge base and provide assistance for Lines of Business with their reporting queries.
  • Conduct Customer Interviews and Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to the target state cloud platform - Amazon Connect.
  • Analyze existing contact center capabilities for Lines of Business and map them to the target state Amazon Connect platform.
  • Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to Truist standard - Connect.
  • Document the identified changes as requirements and design the target state call flows.
  • Organize walkthroughs of business requirements and call flows for project stakeholders.
  • Guide development and QA teams in the development and testing phases respectively.
  • Support Lines of Business in User Acceptance Testing.
  • Prioritize and schedule migration based on LOE and overall readiness.


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