Experienced Amazon Connect Developer and Analyst for Innovative Customer Experience Solutions

Introduction to workwarp and the Role

workwarp is a pioneering force in the industry, dedicated to harnessing the power of technology to create seamless and innovative customer experiences. We are now seeking an exceptional Amazon Connect Developer/Analyst to join our team, someone who is not only a master of AWS Connect but also passionate about driving success through diverse skill sets. This remote position offers an immediate start for the right candidate, providing a unique opportunity to work with cutting-edge technologies and contribute to the evolution of customer experience solutions.

Job Summary

The ideal candidate for this role will be a versatile professional with a strong background in Amazon Connect, broader AWS ecosystems, and an understanding of GPT models and machine learning principles. The primary focus will be on outlining contact flows, cases, and profiles for agents, ensuring that our customer experience infrastructure is both efficient and effective. Key responsibilities will include designing, building, and maintaining Amazon Connect contact flows, implementing Contact Lens rules for real-time conversation analysis, and collaborating on GPT model training preparation.

Key Responsibilities

• Amazon Connect Configuration: Design, build, and maintain Amazon Connect contact flows to ensure seamless customer experiences and efficient routing of contacts.
• Contact Lens Rule Configuration: Develop and fine-tune Contact Lens analytics rules to meet specific business needs, ensuring accurate and effective monitoring of customer interactions.
• GPT Model Training Preparation: Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness.
• CX Tooling and Systems Configuration: Configure and integrate various customer experience (CX) tools to ensure a unified and efficient customer service infrastructure.
• Daily Collaboration: Work closely with client services representatives to continuously add value and provide coaching, supervision, and mentorship to other team members as required.

Essential Qualifications

To excel in this role, you will need:

• Technical Expertise in Amazon Connect: Hands-on experience with configuring Amazon Connect contact flows and integrating with other AWS services, along with a strong understanding of Contact Lens and its rules setup for real-time conversational analytics.
• Machine Learning (ML) Preparation: Familiarity with preparing and structuring datasets for ML model training, especially for natural language processing (NLP) models like GPT, and experience with training, testing, and evaluating ML models for customer service applications.
• CX Systems Integration: Proficiency in configuring customer service platforms and tools, with experience in creating efficient workflows and knowledge of integrating CX tools with other enterprise systems.
• Problem-Solving & Analytical Skills: SQL experience, ability to self-service query data, build basic spreadsheet reports, diagnose issues in contact flows, analyze customer interaction data, and recommend solutions for continuous improvement.
• Project Management, Communication, Collaboration: Experience managing cross-functional projects, excellent communication skills, and the ability to translate technical concepts into business terms.

Preferred Qualifications

While not mandatory, the following qualifications are highly desirable:

• Degree or Equivalent Career Experience: In Computer Science, Information Technology, Data Science, or a related field.
• Certifications in AWS: Specifically related to Amazon Connect or other AWS services.
• Proven Experience: In machine learning, customer experience (CX) systems, or customer service technologies.
• Bi-lingual Skills: In Spanish, German, French, or Portuguese.

Skills and Competencies

To succeed in this position, you will need to possess a unique blend of technical, analytical, and interpersonal skills, including:

• Technical Skills: Proficiency in Amazon Connect, AWS services, GPT models, machine learning, and CX systems integration.
• Analytical Skills: Ability to analyze data, identify trends, and provide actionable insights.
• Communication Skills: Excellent verbal and written communication skills to work effectively with internal teams and stakeholders.
• Collaboration and Teamwork: Ability to work collaboratively in a remote environment and contribute to team success.

Career Growth Opportunities and Learning Benefits

At workwarp, we are committed to the growth and development of our team members. As an Amazon Connect Developer/Analyst, you will have access to:

• Continuous Learning: Opportunities to enhance your skills in Amazon Connect, AWS services, and machine learning.
• Career Advancement: Potential for career growth within the company, with opportunities to take on more senior roles or explore different areas of interest.
• Professional Development: Support for professional certifications, training, and education to help you stay up-to-date with the latest technologies and trends.

Work Environment and Company Culture

workwarp prides itself on a dynamic and inclusive work environment that fosters innovation, creativity, and collaboration. As a remote team member, you will be part of a global community that values:

• Flexibility and Autonomy: The freedom to work from anywhere and manage your schedule effectively.
• Open Communication: Transparent and open communication channels to ensure everyone is informed and aligned.
• Team Spirit: A strong sense of camaraderie and teamwork, with regular virtual events and activities to connect with colleagues.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes a salary, along with a range of perks and benefits designed to support your well-being and career growth. These may include:

• Competitive Salary: A salary that reflects your skills, experience, and contributions to the company.
• Health and Wellness Programs: Access to health and wellness programs, including mental health support and fitness initiatives.
• Professional Development Support: Financial support for professional development, including courses, certifications, and conferences.

Conclusion

If you are a motivated and talented professional looking for a challenging and rewarding role, we encourage you to apply for the Amazon Connect Developer/Analyst position. With your expertise and our innovative approach to customer experience solutions, together we can achieve great things. Take the next step in your career and join our team of dedicated professionals who are passionate about making a difference.

Apply now and let's discuss how you can become a vital part of our success story.