Job description
Who We Are
- Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.
Position Overview
- The Amazon Connect Engineer is responsible for building, enhancing, and maintaining Harte Hanks Amazon Connect instances in accordance with best practices and company security policies. They will also be responsible for driving innovation as it relates to Contact Center cloud solutions. They will work with multiple teams to develop, implement, optimize, and maintain Amazon Connect solutions.
Key Responsibilities
- Ensuring customer success in building and launching Amazon Connect solutions for Harte Hanks customers.
- Facilitating business process reviews to identify customer requirements and processes.
- Educating internal and external customers on the value proposition of Amazon Connect and participating in deep architectural discussions to ensure solutions are designed for successful deployment.
- Translating customer requirements into contact center design, leveraging best practices and minimizing the need for custom development.
- Driving best practice contact center design into each and every aspect of solution delivery.
- Delivering end user training and documentation.
- Leading vision and strategy discussions with contact center and customer service leadership and management
- Collaborating with engineering and development teams to evaluate, identify, and deploy optimal cloud solutions and improving existing systems.
- Creating and maintaining repeatable contact flows.
- Developing, documenting, and sharing repeatable operating procedures related to AWS cloud services and Amazon Connect.
- Educating and mentoring junior team members.
Requirements:
- Degree in computer science or a similar field
- 3+ years of cloud computing experience (AWS)
- 3+ years of system engineering and deployment experience
- Passion for technology and a desire for continuous learning
- Customer-facing contact center experience with Amazon Connect
- Experience building integrations across WFM, CRM and contact center solutions.
- Strong working knowledge of Amazon Connect, including deployment and associated features such as Lex, LexBots, Polly, Contact Lens, real time & historical Reporting, routing profiles & queues.
- Experience with communications protocols and APIs such as WebRTC and SIP
- Experience with hands-on Scripting/coding (e.g. python, java, c#, .NET, Node.js)
- Communication and presentation skills with a high degree of comfort speaking with executives, IT Management, and customers.
- Experience in telephony and legacy contact center IVRs, customer experience, building contact flows, working with integrations.
- Experience migrating to Amazon Connect from Avaya or other similar platforms.
- Strong working knowledge of Amazon Web Services including Lambda, Lex, EC2, S3, ELB, and RDS
- Experience implementing cloud-based technology solutions.
- Experience with cloud migration and application modernization
- Experience with identity management (IAM, SAML, Active Directory, Azure AD)
- Experience with DevOps and CI/CD concepts and tools
- Strong infrastructure as code (IaC), automation, and scripting skills (Terraform, CFN, Ansible, Puppet)
- Ability to produce detailed operational documentation to share with the team.
- Advanced troubleshooting, problem-solving, written, and verbal communication skills
- Azure experience is a plus.
- AWS certification preferred; other cloud certifications are a plus.
Nice to haves:
- Hands on experience building complex omni-channel contact center solutions.
- Familiarity with Salesforce Service Cloud
- Experience with Workforce Management solutions
- Experience working with outbound dialers, campaign management.
What We Offer
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions | Immediate vesting
- Pet Insurance, free legal services, employee discount programs, and more….
Equal Opportunity Employer/M/F/H/V
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