Likewize
AWS Connect Engineer
Likewize is searching for an AWS Connect Engineer to join our team at our global headquarters in Southlake, TX. In this role, you will serve internal customers and external call center partners by planning and implementing call center strategies and operations; improving systems and processes; managing staff and communicating value. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform. Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the CCaaS platform to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective. Your day-to-day responsibilities include but are not limited to: Configure and develop Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard Integrate AWS Connect IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch Create new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met Identify performance and expectation gaps and facilitates resolution. Identify operating opportunities for continuous improvement and efficiencies. Ability to work independently and in a team environment with on-call responsibilities. Must be resourceful, assertive, detail oriented, energetic and highly self
motivated. Must have strong oral, written, organizational, presentation and communication skills. Ensures maintenance of standards and objectives related to PCI compliance. Promotes positive employee relations. Travel up to 10% will be required. AWS Connect experience required
API handling experience required (Postman)
SQL knowledge a + - AI Knowledge a huge + (Lex bots) Competencies: Problem Solving: Responds promptly to internal and external needs; Solicits internal and external user feedback to improve marketing materials; and responds to requests for troubleshooting service and assistance. Written Communication: Excellent writing and editing skills across a variety of contexts, including: sales materials, copywriting, press releases, training materials, web, and presentations, Oral Communication: Always conducts and presents himself/herself as a polished, credible company representative in all interactions with others, communications, presentations, reports, etc. while similarly enhancing Brightstar's image as a world class business. Independence and Detail Oriented: Able to independently proofread others' work accurately. Will participate in QA of web experience, identifying format, content, and user experience issues. Demonstrates Adaptability: Is receptive to new programs, policies and changes. Handles day to day work challenges confidently, willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; demonstrates flexibility. Works Effectively: Possesses the ability to handle multiple projects. Allocates one's own time efficiently, and effectively arranges multiple projects and processes simultaneously while ensuring their success. Self-motivated and takes initiative. Comfortable managing agencies and internal clients to deadlines. Meets challenges with resourcefulness; Develops innovative approaches and ideas; Takes calculated risks; Presents ideas and information in a manner that gets favorable response. If you are who we are looking for, you will have the following education, skills and/or experience. BS in Computer Science/Engineering 2-5 years of AWS Connect IVR configuration experience (or 7
10+ in similar contact center software with speech-to-text and natural language processing capabilities) Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies Strong Problem- solving skills Superior communication skills, both written and oral Strong and proven analytical skills We're a global tech protection company helping the world's biggest brands take better care of their customers, with smart solutions and thoughtful marketing. This is a great role for a creative who wants to grow their craft, make an impact, and work on high-visibility projects with a team that truly values design. Our global HQ is in Southlake, TX easily accessible from Dallas and Fort Worth, with just minutes away from Southlake Town Square. We offer competitive pay, top-tier benefits, and access to premium onsite amenities through VariSpace, including an onsite gym, cafeteria, covered parking, games, raffles, and more.
Likewize is searching for an AWS Connect Engineer to join our team at our global headquarters in Southlake, TX. In this role, you will serve internal customers and external call center partners by planning and implementing call center strategies and operations; improving systems and processes; managing staff and communicating value. Main area of focus will be our AWS Connect system and configuration, and the associated integrations with our HITS (Handset Issue Tracking System) platform. Direct management responsibilities will include making configuration changes based off business requirements to add functionality to the CCaaS platform to deter calls, decrease call handle times, and improve customer satisfaction across our global platforms with heavy focus in EMEA and US&CA. Also, the role is expected to troubleshoot integration issues and assist the business in managing the vendor from a technical perspective. Your day-to-day responsibilities include but are not limited to: Configure and develop Contact flows (voice, chat, email), menu selections, voice prompts and calls dispositions from AWS Connect management console Build custom reports to show efficacy of configurations and integrations in AWS Connect Reporting Dashboard Integrate AWS Connect IVR into HITS platform via API calls, leveraging data elements to intelligently route calls and provides claim process status using AWS Connect, Lambda, DynamoDB, S3, SES, CloudWatch Create new Omnichannel capabilities by leveraging Chat configurations, HITS integrations, and Cloud-based services Provide ongoing evaluation of processes and procedures, and drive improvements in area operations, efficiency and service to both internal and external customers Implement Call Center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center, and within the local management team and partners, developing a metric driven focus Leverage cloud contact center technology to maximize support for delivering best-in-class Customer Service Inspect partner operations both via Performance management tools and on sites to ensure execution to plan and standards are being met Identify performance and expectation gaps and facilitates resolution. Identify operating opportunities for continuous improvement and efficiencies. Ability to work independently and in a team environment with on-call responsibilities. Must be resourceful, assertive, detail oriented, energetic and highly self
motivated. Must have strong oral, written, organizational, presentation and communication skills. Ensures maintenance of standards and objectives related to PCI compliance. Promotes positive employee relations. Travel up to 10% will be required. AWS Connect experience required
API handling experience required (Postman)
SQL knowledge a + - AI Knowledge a huge + (Lex bots) Competencies: Problem Solving: Responds promptly to internal and external needs; Solicits internal and external user feedback to improve marketing materials; and responds to requests for troubleshooting service and assistance. Written Communication: Excellent writing and editing skills across a variety of contexts, including: sales materials, copywriting, press releases, training materials, web, and presentations, Oral Communication: Always conducts and presents himself/herself as a polished, credible company representative in all interactions with others, communications, presentations, reports, etc. while similarly enhancing Brightstar's image as a world class business. Independence and Detail Oriented: Able to independently proofread others' work accurately. Will participate in QA of web experience, identifying format, content, and user experience issues. Demonstrates Adaptability: Is receptive to new programs, policies and changes. Handles day to day work challenges confidently, willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; demonstrates flexibility. Works Effectively: Possesses the ability to handle multiple projects. Allocates one's own time efficiently, and effectively arranges multiple projects and processes simultaneously while ensuring their success. Self-motivated and takes initiative. Comfortable managing agencies and internal clients to deadlines. Meets challenges with resourcefulness; Develops innovative approaches and ideas; Takes calculated risks; Presents ideas and information in a manner that gets favorable response. If you are who we are looking for, you will have the following education, skills and/or experience. BS in Computer Science/Engineering 2-5 years of AWS Connect IVR configuration experience (or 7
10+ in similar contact center software with speech-to-text and natural language processing capabilities) Experience in working with Call center software and processes, including IVR, Workforce Management, Agent Performance, Queuing and Switch Technologies Strong Problem- solving skills Superior communication skills, both written and oral Strong and proven analytical skills We're a global tech protection company helping the world's biggest brands take better care of their customers, with smart solutions and thoughtful marketing. This is a great role for a creative who wants to grow their craft, make an impact, and work on high-visibility projects with a team that truly values design. Our global HQ is in Southlake, TX easily accessible from Dallas and Fort Worth, with just minutes away from Southlake Town Square. We offer competitive pay, top-tier benefits, and access to premium onsite amenities through VariSpace, including an onsite gym, cafeteria, covered parking, games, raffles, and more.