AWS Telecommunications Manager (Hybrid)

About the Role

We have been approached to source an exceptional AWS Telecommunications Manager to join our rapidly growing client, highly successful client.

Our clients telephony solutions are all based on AWS Connect Omni Channel solution and therefore we need an individual who is highly experienced in the day to day manipulation of the system at a 'local level' to improve customer and colleague experience.

** Please note, extensive AWS Connect experience is essential **

This role will own all of the technical delivery into the customer contact centre and The role will work closely with the IT team and will own all of the technical delivery and management of the system into the customer contact centre across all channels.

This is a dynamic role working in a fast paced environment and requires a forward thinking, customer focussed and self-motivated individual with the drive to improve all IT, Telephony services and the user experience.

All powered and managed through AWS Connect, the key responsibilities will be:

  • To ensure that the Director of IT Provision is kept informed of progress and advised about major problems and / or issues in a timely manner.
  • Work closely with the Director of Operations to ensure adaptions to customer contact are in the best interests of customer and colleagues.
  • Proactively manage the day to day live manipulation of AWS to improve customer experience
  • Identify trends, report on initiatives and improvements
  • To maintain the continuous running of a large number of geographical and non geographical delivery numbers across the call delivery and call management platform.
  • To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service across AWS and deliver root cause fixes and preventative solutions.
  • Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements in service delivery.
  • Work collaboratively with team members and support functions to resolve issues in a timely manner.
  • To be pro-active in suggesting and proposing new technologies to support the businesses.

What we need to be successful in this role:

  • Extensive experience in local management and manipulation of AWS Contact Centre Connect solutions.
  • A deep understanding of customer contact operations
  • Some experience in architecting solutions on AWS as well using Agile and DevOps methodologies.
  • Strong IT architecture background
  • Demonstrated experience working in global IT teams.
  • Confident with the ability to influence and persuade.
  • Analytical and results focused.
  • Experience of both reacting to and solving problems.
  • An understanding of how complex matrixed organizations operate

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