Amazon Connect Migration Specialist
2 weeks ago
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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