VP leading change management for Contact Center Modernization at Synchrony. Driving comprehensive strategies for successful technology adoption and user readiness across multiple functions.
About the role
- Cloud Contact Center Developer supporting AWS Connect platform at Pacific Life. Architecting solutions and integrating AI to improve customer experience and operations.
Responsibilities
- Architect, develop, and support cloud contact center solutions, including AWS Connect and related services.
- Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations.
- Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial).
- Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics).
- Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support.
Requirements
- 3+ years supporting or developing cloud contact center solutions (AWS Connect or similar)
- Experience designing contact center call flows/IVR, routing, queues, and analytics/reporting in a cloud environment
- Proficiency in JavaScript and/or Python; familiarity with infrastructure-as-code and automation tools (e.g., Terraform, Serverless Framework, AWS CLI)
- Experience integrating CRM systems (e.g., Salesforce, ServiceNow) and reporting/analytics tools
- Strong problem-solving, communication, and collaboration skills; able to translate technical concepts for business stakeholders
- Working knowledge of network and security concepts related to real-time communications and cloud services (preferred)
- Experience with AWS services that commonly support Connect (e.g., Lambda, DynamoDB, CloudFormation, CloudWatch, Lex, Polly, CI/CD pipelines)
Benefits
- Your Benefits Start Day 1
- Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
- Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
- Paid Parental Leave as well as an Adoption Assistance Program
- Competitive 401k savings plan with company match and an additional contribution regardless of participation
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