CCaaS Specialist
- Toronto, ON, Canada
Contract
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Job details
- Job type
- Contract
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- Posting language
- English
- Posted
Original job description
5+ years of experience working with enterprise Contact Centre / CCaaS technologies.
Strong understanding of CCaaS architecture, telephony, customer journeys, routing, and contact centre operations.
Experience integrating Amazon Connect with AWS Lambda and REST APIs.
3+ years of hands-on Amazon Connect experience in implementation, configuration, engineering, or production support.
Strong understanding of: Amazon Connect Contact Flows; Queues and Routing Profiles; Skills-based / intelligent routing; IVR and voice workflows; Agent Workspace; Omnichannel contact centre environments
Working knowledge of AWS services :
Lambda; API Gateway; DynamoDB;S3; CloudWatch; IAM; EventBridge; SNS/SQS
Preferred Experience
- Amazon Lex and conversational AI.
- Amazon Bedrock, Generative AI, or Agentic AI.
- Amazon Q in Connect.
- Contact Lens and Customer Profiles.
- Experience migrating from Genesys, Cisco, Avaya, NICE, or Five9.
- CRM integrations such as Salesforce or ServiceNow.
- Experience within banking or financial services sector.
- AWS certifications, particularly Amazon Connect or AWS Solutions Architecture.
- Experience working on large enterprise Contact Centre modernization/transformation programs.
Note: AI-enabled tools may be used to sort applications based on job-related criteria. All AI generated results are vetted by our team and the decision of which candidates move forward is always made by a human.
Thank you for your interest in your next great opportunity with Bevertec
Only those selected for an interview will be contacted, Bevertec is committed to Employment Equity and encourages applications from all qualified candidates. In accordance with the Accessibility for Ontarians
More about this job
Responsibilities
Implement, configure, engineer, and support Amazon Connect solutions for enterprise contact centres. Integrate Amazon Connect with AWS services and APIs, and contribute to contact centre modernization and transformation programs.
Requirements
Requires 5+ years of enterprise contact centre or CCaaS experience, including 3+ years of hands-on Amazon Connect experience. Candidates should understand contact flows, routing, IVR, omnichannel operations, and AWS integrations; experience with conversational AI, migrations, CRM integrations, financial services, or AWS certifications is preferred.
Skills
- Amazon Connect
- CCaaS Architecture
- Contact Centre Operations
- Contact Flows
- Queues And Routing Profiles
- Skills-Based Routing
- IVR And Voice Workflows
- Agent Workspace
- Omnichannel Contact Centres
- AWS Lambda
- REST APIs
- AWS Services
- Telephony
- Customer Journeys
- Contact Centre Modernization
- CRM Integrations
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Software
- Finance & Accounting
Keywords
- CCaaS
- Amazon Connect
- AWS Lambda
- REST APIs
- Amazon API Gateway
- Amazon DynamoDB
- Amazon S3
- Amazon CloudWatch
- AWS IAM
- Amazon EventBridge
- Amazon SNS
- Amazon SQS
- Amazon Lex
- Conversational AI
- Amazon Bedrock
- Generative AI
- Agentic AI
- Amazon Q In Connect
- Contact Lens
- Customer Profiles
- Genesys
- Cisco
- Avaya
- NICE
- Five9
- Salesforce
- ServiceNow
- Financial Services
- AWS Solutions Architecture
- Contact Centre Modernization