Support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation, playbooks, and process flows that empower the support team to resolve issues efficiently.
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Craft innovative strategies to streamline and automate customer support workflows, reducing case backlog and improving resolution times. Collaborate with cross-functional teams to implement and optimize Salesforce Service Cloud solutions that enhance the customer experience. Lead the design and management of complex screen flows and Omni-Channel configurations to increase operational efficiency. Provide exceptional support to internal teams, enabling data-driven decisions.