We are seeking an AWS Routing Specialist to design and implement routing strategies within Amazon Connect for a large cloud contact centre transformation.
This role is ideal for someone who enjoys translating business requirements into intuitive customer journeys and scalable routing solutions.
Key Responsibilities
- Design Amazon Connect contact flows and routing strategies.
- Configure queues, routing profiles, transfer logic, and callback functionality.
- Develop skills-based routing solutions.
- Design overflow, failover, and exception-handling processes.
- Support testing, troubleshooting, deployment,
and production validation.
- Work closely with business stakeholders to optimise customer journeys.
- Recommend improvements to routing performance and customer experience.
Requirements
- Strong Amazon Connect routing experience.
- Experience configuring queues, routing profiles, and customer journeys.
- Knowledge of callback, voicemail, overflow, and transfer solutions.
- Experience testing complex routing scenarios.
- Understanding of AWS services supporting Amazon Connect.
- Solid analytical and problem-solving skills.
📌 AWS Connect Engineer – Cloud Contact Centre Transformation (Canada)
🏢 Areti Group | B Corp™
📍 Canada
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