CX Systems Analyst/Amazon Connect

LeadStack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce.

As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.

TITLE : CX Systems Analyst / Amazon Connect

LOCATION : 100% Remote

RATE : $68-$73 / hr on W2

DURATION : 12+ months

Key Responsibilities

• Amazon Connect Configuration :
• Design, build, and maintain Amazon Connect contact flows for optimal customer experiences and efficient contact routing.
• Implement and optimize Contact Lens rules to analyze conversations in real-time, identifying trends, issues, and actionable insights.
• Contact Lens Rule Configuration :
• Develop and fine-tune Contact Lens analytics rules to meet business needs, ensuring accurate monitoring of customer interactions.
• GPT Model Training Preparation :
• Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models.
• Assist in fine-tuning language models for customer interaction scenarios and use cases.
• CX Tooling and Systems Configuration :
• Configure and integrate various customer experience (CX) tools, such as CRM systems and ticketing platforms, for a unified service infrastructure.
• Monitor and optimize CX systems to align with business goals and customer needs.

Required Skills and Experience

• Technical Expertise in Amazon Connect :
• Hands-on experience with configuring Amazon Connect contact flows and integrating with AWS services.
• Strong understanding of Contact Lens and its rules setup for real-time conversational analytics.
• Machine Learning (ML) Preparation :
• Familiarity with preparing and structuring datasets for ML model training, especially for NLP models like GPT.
• Experience with training, testing, and evaluating ML models for customer service applications.
• CX Systems Integration :
• Proficient in configuring customer service platforms and tools, with experience in creating efficient workflows.
• Knowledge of integrating CX tools with other enterprise systems (CRM, ticketing, analytics, etc.).
• Problem-Solving & Analytical Skills :
• SQL experience and ability to self-service querying and build basic spreadsheet reports.
• Ability to diagnose issues in contact flows, analyze data from customer interactions, and recommend solutions for improvement.
• Strong data analysis skills to turn customer interaction data into actionable insights.
• Project Management, Communication, Collaboration :
• Experience managing cross-functional projects.
• Excellent communication skills to work closely with internal teams and stakeholders.
• Ability to translate technical concepts into business terms.
• Bi-lingual in Spanish, German, French, or Portuguese is a plus but not required.

know more about current opportunities at LeadStack , please visit us on https : / / leadstackinc.com / careers /

Should you have any questions, feel free to call me on (513) 318-4502 or send an email on [email protected]