Seeking a Lead Consultant with strong experience in contact center technologies, AI/ML-based conversational solutions, and cloud telephony platforms. The role involves designing, developing, and enhancing modern IVR and customer engagement solutions using AI-driven capabilities and cloud contact center services.
Responsibilities
- Design, build, and support scalable cloud-based contact center solutions
- Develop and enhance IVR and conversational AI solutions using modern AI/ML approaches
- Work with Amazon Connect to configure call flows, routing, analytics, and omnichannel customer experience features
- Integrate LLM-based capabilities into customer interaction workflows, including experimentation with speech and conversational models
- Collaborate with cross-functional teams to deliver secure, scalable, and high-performance contact center platforms
- Support large-scale contact center transformation and change management initiatives
Required Skills
- Hands-on experience integrating and experimenting with LLM-based solutions, including speech and conversational AI use cases
- Experience with AI/ML techniques to enhance IVR systems, conversational AI, agent assist, and customer analytics
- Strong experience developing and customizing Amazon Connect solutions including call flows, integrations, reporting, and omnichannel capabilities
Preferred Skills
- Amazon Lex or similar conversational AI platforms
- Python programming
- AWS Lambda and API-based integrations
- Experience with enterprise system integrations