Design, develop, and deploy Amazon Connect and other contact-center integrations. Translate business requirements into scalable AWS-based solutions, build API and CRM integrations, troubleshoot and perform RCA, maintain documentation and code, and participate in Agile ceremonies while supporting CX platform upgrades and customer-facing projects.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Significant Amazon Connect experience
- AWS Development & DevOps expertise: Lambda, CDK, SDK, CloudFormation, CI/CD pipelines, Python, Node.js, TypeScript.
- Demonstrated experience in a systems integrator or consultancy environment.
- Proven experience building and consuming APIs (REST, SOAP, Node-Express, etc.).
- Practical understanding of contact centre platforms (Genesys Cloud CX, Cisco Webex Contact Centre, Zoom Contact Centre, Amazon Connect).
- Strong problem-solving and analytical thinking abilities.
- Proven ability to deliver projects in a fast-paced, customer-facing environment.
- Adaptable and eager to learn new technologies and platforms quickly.
- Collaborative team player who also thrives with autonomy and accountability.
Core responsibilities:
- Design, develop, and implement solutions that enhance customer experience, engagement, and operational efficiency.
- Translate business requirements into scalable, secure, and high-performance technical solutions.
- Implement and support changes, enhancements, and upgrades to Cisco, Genesys, Zoom, and other CX platforms.
- Develop integrations between CX platforms, CRMs, and external systems via APIs and middleware.
- Troubleshoot complex technical issues, providing escalation support to internal peers and customers.
- Perform root cause analysis (RCA) to ensure system reliability, security, and compliance.
- Maintain accurate technical documentation, code repositories, and configuration records.
- Participate in Agile/Scrum ceremonies, contributing to sprint planning, backlog grooming, and retrospectives.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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