CX Systems Analyst/Amazon Connect

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TITLE: CX Systems Analyst/Amazon Connect

LOCATION: 100% Remote

RATE: $68-$73/hr on W2

DURATION: 12+ months  

Key Responsibilities

Amazon Connect Configuration:

Design, build, and maintain Amazon Connect contact flows for optimal customer experiences and efficient contact routing.

Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights.

Contact Lens Rule Configuration:

Develop and fine-tune Contact Lens analytics rules to meet business needs, ensuring accurate monitoring of customer interactions.

GPT Model Training Preparation:

Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models.

Assist in fine-tuning language models for customer interaction scenarios and use cases.

CX Tooling and Systems Configuration:

Configure and integrate various customer experience (CX) tools, such as CRM systems and ticketing platforms, for a unified service infrastructure.

Monitor and optimize CX systems to align with business goals and customer needs.

Required Skills and Experience

Technical Expertise in Amazon Connect:

Hands-on experience with configuring Amazon Connect contact flows and integrating with AWS services.

Strong understanding of Contact Lens and its rules setup for real-time conversational analytics.

Machine Learning (ML) Preparation:

Familiarity with preparing and structuring datasets for ML model training, especially for NLP models like GPT.

Experience with training, testing, and evaluating ML models for customer service applications.

CX Systems Integration:

Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows.

Knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.).

Problem-Solving & Analytical Skills:

SQL experience and ability to self-service querying and build basic spreadsheet reports.

Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for improvement.

Strong data analysis skills to turn customer interaction data into actionable insights.

Project Management, Communication, Collaboration:

Experience managing cross-functional projects.

Excellent communication skills to work closely with internal teams and stakeholders.

Ability to translate technical concepts into business terms.

Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required.

 

  

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