Full Potential Solutions (FPS) is a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. Our offices are spread across US, India and Philippines.
Some exciting initiatives we are working on are:
- Design, develop and deploy amazing omni-channel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform
- Developing a comprehensive Data, Analytics and Reporting platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients
- Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry
- Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
- Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
- Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more.
Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile. We have strong backgrounds in Computer Science, Math and Engineering from top universities . We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team.
Our mission as a company is to create an environment where our people THRIVE.
We are looking for a dedicated and mission-oriented Amazon Connect Engineer on our Unified Communications team who will help our clients deploy amazing omnichannel customer experiences in their virtual/physical contact center environments. You possess a unique skill of understanding business requirements for Connect, translating it into great technical architecture and specs, and overseeing the successful implementation of it with the team. You will work closely with the clients, UC leaders, product managers, and the rest of development teams including Conversational AI and BI/analytics that integrate with Connect. Creative problem-solving skills, strong technical background, proactive collaboration with customers and teammates, and ability to iterate quickly and deliver value in our fast-paced, agile environment are keys for success in this role. Most importantly, you must exhibit our core values: integrity, excellence, accountability and grace.
- Build, release, and manage the configuration of Amazon Connect.
- Work with the product management and business/operations leaders – at FPS and directly with our clients – to design and deploy solutions that meet requirements and deliver customer value.
- Work with the IT architecture team to design the end-to-end solution and provide technology guidance.
- Create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
- Build on the current framework to improve services, speed of deployment and overall solution.
- Conduct Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
- Provide technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
- Develop POC, testing strategy and deployment workflows related to Amazon Connect.
- Provide digital experience, business automation solutions using AI/ML as well as contact center technologies
- Be the subject matter expert for anything related to Amazon Connect.
- Help streamline and improve operational processes to increase efficiency and productivity
- Find yourself incessantly saying: signal and the noise, causation vs. correlation, optimization
- Have a lot of fun…it’s unavoidable
- Work directly with and learn from the business, product, analytics and engineering leaders across the organization
- Exhibit our core values: integrity, excellence, accountability and grace
- 2+ years of experience with AWS.
- 4+ years of experience of software development.
- Expertise in Amazon Connect, Lambda, DynamoDB, S3, Lex, Cloudwatch, Kinesis.
- Expertise in AWS Cloudformation (json or yaml) and/or Terraform.
- Expertise in Amazon Connect Contact flows and call center processes.
- Expertise in Python, Node.JS, Javascript
- Experience with conducting Cloud contact center solutions road map sessions with business leadership, vendor architecture and sales support
- Experience with agile methodologies
- Great communication skills to coordinate across business stakeholders and technical teams
- Experience with and excitement for working on fast-paced, agile teams with startup DNA
- Self-motivated, curious, and quick/continuous learner with a passion for innovation in data analytics/science