AWS Connect Consultant

We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.Your work here isn't just a job - it's a mission. We all play a vital role in energising a greener, fairer future.An opportunity to play your partWe are seeking an experienced AWS Connect consultant to join our dynamic and innovative team. The ideal candidate will possess a deep understanding of Amazon Connect in a Salesforce Environment.You will have had contact centre experience and a proven experience in optimising and improving both customer and agent experience, in the voice channel and in Salesforce.Location: We have a flex first policy that allows you to work from home, but you will be expected to work from the London office as and when requiredKey responsibilitiesDesign and Create IVR's flows in AWS ConnectManage / Design routing tables for Connect and SalesforceAble to define Technical Requirement and create specifications for developersAble to act a SME for both Salesforce experience and service improvementProven record investigating and analysing business activities and processes in a structured manner (primarily in Salesforce)You should be able define technical specifications for a developersUnderstand integration with Connect and other Services i.e . Mulesoft and Payment systemsWhat we need from youDesign, and define backend integration with Amazon Connect leveraging Lambda functions and Dynamo DB (or other services)Able to create, design and manage IVR flows in AWS ConnectShould have good Salesforce Admin skillsAble to define and set-up appropriate telemetric services (i.e DataDog) to support reporting and continuous improvement of IVR solutionsExperience of Telephony Solutions in large organisationsAble to present to solutions and designs to a range of audiencesAble to work with and train new staffGood verbal and written communication skills and a team playerExcellent problem-solving skills and the ability to work unsupervisedApproachable and passionateFocus and strong attention to detailOpen-minded about using and discovering new tools and technologiesCare about user experience and working with other developersWe are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it's the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone. We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs.We have tailored our well-being & benefits package around our employees as follows:Competitive salary and bonus potentialEmployee Energy Allowance at 15% of the government price capElectric car lease scheme25 days holiday allowance, public holidays, and the option to buy up to 5 additional daysExcellent range of flexible benefits, including technology vouchers & travel insurance
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