PROJECT DETAILS (Size, Scale, Scope) :
Intend to replace on prem platform with AWS connect. Reduce the call containment ratio, so that when a customer calls FPL and it goes into the Telephony platform.
Depending on the options chosen, people end up going to an agent.
Most calls go thru to CS agents, want to transform the experience so that 90% of the calls do not go to an agent. People only talk to an agent if it's a complex issue
working on putting people through to a conversational AI chatbot agent they can get help from
Migrating from Cisco into Connect, and from on prem to cloud.
Also, building chatbots from scratch in Lex and Bedrock, and writing services in AWS Lambda, different CS events are written in Lambda.
5-7 years of experience, ok with software engineering experience, go-getter, and someone who can pick up on these technologies.
MUST HAVES (TOP 3) :
1. AWS Basics- EC2, S3, RDS
2. Strong Lambda familiarity
3. Python
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