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Enablement, Training & Documentation:
- Develop and deliver training sessions for tier 1 help desk staff on customer service best practices and troubleshooting.
- Build sustainable operations capacity through training programs enabling state agency teams to manage Amazon Connect independently.
- Create support resources like knowledge base articles, response templates, and troubleshooting guides.
Platform Management & Configuration:
- Administer live chat and contact center platforms on AWS Connect, managing routing rules, automated responses, and queue assignments.
- Manage contact flow design, prompt configuration, and system integrations.
- Build self-service automation including chatbots and automated workflows to improve efficiency.
Analysis & Continuous Improvement:
- Own continuous improvement by analyzing performance data, identifying patterns, and implementing solutions.
- Gather feedback from help desk staff and agency teams to inform platform and process improvements.
New Jersey Innovation Authority
The New Jersey Innovation Authority deploys digital services to solve public interest challenges for New Jersey residents. The team uses data and modern methods, collaborating with stakeholders inside and outside government.