Technical Product Manager
RIT Solutions
Technical Product Manager
Day-to-Day Administration
- Routing Configurations: Design, implement, and maintain contact flows, routing profiles, and queues to ensure optimal call distribution
- User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
- Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs
- Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
- Reporting & Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics
Strategic Guidance
- Provide architectural recommendations to improve the Connect deployment and scale for future growth
- Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
- Document best practices, runbooks, and SOPs for ongoing Connect operations
- Mentor and upskill existing team members on Amazon Connect capabilities
- Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations
Required Qualifications
- 5+ years of hands-on experience administering Amazon Connect instances in a production environment
- Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
- Experience with user and security profile management, IAM policies, and access controls
- Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
- Strong troubleshooting skills for contact center platform issues
- Excellent communication skills with the ability to explain technical concepts to non technical stakeholders
Preferred Qualifications
- Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time
- Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB
- Familiarity with workforce management (WFM) tools and their integration with Connect
- Prior experience working with or for Concentrix or similar BPO/contact center service providers
- Knowledge of telephony concepts: SIP, PSTN, DID management
Vacancy posted 1 day ago
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