Contact Center Specialist Job at Smart IT Frame LLC, Atlanta, GA

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  • Smart IT Frame LLC
  • Atlanta, GA

Job Description

Job Title: Contact center specialist

Work Location : Atlanta, GA / Minneapolis, MN

Job Description :

We are seeking a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:

  • AWS Connect for voice-based interactions
  • Q in Connect for AI-driven agent assistance and automation
  • IVR systems and their integration with agent desktop experiences
  • Omnichannel customer journey orchestration within an airline or travel industry

Key Responsibilities:

  • Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.
  • Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.
  • Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.
  • Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
  • Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.
  • Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.

Candidate should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.

Skills

Mandatory Skills : Amazon Connect, Node.js

Good to Have Skills : React

Job Tags

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