amazon connect consultant resume example with 16 years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

An Architect/Engineer with over 15 years' experience in the Contact Center Domain, 23 years of Voice/Telephony and Network experience working with Cisco unified Collaboration. I have significant experience setting up everything from a phone tree to a fully functional call center solutions, including Cisco IPCC/UCCE/UCCX, Genesys and Amazon Connect. I recently completed 2 projects to implement and migrate Amazon Connect as a cloud-native Contact Center. I am primarily involved in new/existing phone tree and ACD Consults, from discovery, implementation, end user training, creating new reports, collections, etc to operations, and quality assurance. Well versed in building highly available and secured cloud applications and . Helping customer for their cloud migration journey and deliver high quality end to end contact center transformation projects. A Good team player with sound communication skills. Perform full life cycle projects. Proven ability to learn quickly and able to work proficiently in this ever‐changing technology landscape. Skilled in producing quality work with minimal supervision.

Work History
08/2020 to Current
Amazon Connect Consultant Altus Group Limited Bellflower, CA,

Industries: Healthcare, Telecom, Travel and Hospitality

Geography: US

Roles Played: Contact Center Architect, Operations, Quality Assurance Manager, Business Analyst, Cloud Architect, DevOps

Tech Used: Amazon Connect, Amazon Lex, Amazon Polly, Amazon Comprehend, Amazon Transcribe and Multiple other AWS Services, Pinpoint, Simple Notification Service, Simple Email Service, Identity and Access Management, Directory Service, CloudWatch, CloudFormation for database export and integrations, CloudTrail, Python, NodeJS, Java Spring Boot.

  • Experience in developing cloud application design using Lambda, DynamoDB, Aurora Serverless and other AWS Services for Amazon Connect related solutions.
  • Worked for 3 different migration discovery sessions and 7 implementation projects leading to multiple wins for AWS and of cost savings for customers.
  • Experience in engaging customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Experience in developing and releasing content articles like blogs, workshops, internal artifacts and solutions.
  • Experience in Cloud Application Design discussions and product roadmap discussions for customer’s active projects.
  • Experience in integrating API’s using Java Sprint Boot, ECS, ALB for Customized Admin tool to manage Amazon Connect Configuration.
  • Designed and developed application scripts for test and production scenarios.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Experience in writing backend applications using API Gateway, Lambda, Appsync, DynamoDB, RDS, Aurora Serverless and other Database services.
  • Experience in developing Reporting and Monitoring applications using Amazon Quicksight, Amazon Cloudwatch and integration with thirdparty Reporting tools like SuccessKPI, PowerBI and Tableau.
  • Experience in leading Proof of Concept for newly released product features and enabling more service adoption.
  • Experience in working with Internal Product Managers and Software Developers for Enhancement of multiple AWS Services leading to addition of 100’s of requirements in product Roadmap.
  • Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
  • Created proofs of concept for innovative new solutions.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Worked for challenging Customer with Strict access to customer environment along with tight timelines and budget. Received 100% customer satisfaction for completing project 3 days before actual end date.
  • Troubleshoot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Experience in Cloud Development Kit for customer application deployment.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Experience in shadowing and mentoring teammates and colleagues.
09/2016 to Current
Network Services Contact Center Strategy-Telephony Kaiser Permanente Contractor City, STATE,

Industries: Healthcare

Geography: US

Roles Played: Quality Assurance Manager, Business Analyst, Architect, Developer

Tech Used: Amazon Connect, Genesys, Cisco CVP, Nuance Dialogue Module

  • Led the Requirements gathering of the Amazon Connect Migration for the customers contact center migration from Genesys.
  • Led the customer initiative during COVID-19 Pandemic to standup an Amazon Connect Instance as a failover scenario for enabling agents to work from home.
  • Worked with the customer to integrate new Telehealth platform and carry out multiple POC's for the Self Service Application Enhancement.
  • Assisted Verizon team for ~100+ IVR application enhancements in Genesys and Telephony Platform.
  • Provided Subject Matter expert and technical leadership to team members during Application Design.
  • Performed IVR Application migration from Cisco CVP to Genesys.
  • Performed Nice Engage upgrades
  • Provided current best practices alternatives when necessary for functional design documentation.
  • Carried out performance tuning for various NUANCE ASR menu's in customer application with NUANCE Professional Services.
  • Performed IVR application migration from Cisco CVP 8.5 to CVP 10.5
  • Worked with KP vendors install/Configure/upgrade UCCE controllers, CUIC, AW/HDS, Router, Logger, VRU; Migrated 50+ Peripheral Gateways to the new UCCE 10.5 environment.
  • Created templates and reviewed Methods of Procedures, Low Level Designs, sent out business communications, Created training documentation, and configuration standards
  • Performed Finess, CUIC, CUSP upgrades
  • Built/added SIP trunks, CUCM/CUC/Analog gateways, phone, user/device imports, and configured CER
  • Performed VOIP CER/CUC/CUCM Base Configurations; Pre-Migration tasks including IOS Upgrades prior to UC 8.6 to 10.5 upgrades
  • Worked with vendors to upgrade UCCX/UCCE from 8.5 to 10.x and move them to new UCS C-240
  • Configured SME and CUCM cluster for call routing (PSTN Inbound and Outbund) to test ATT SIP PSTN trunks
  • Provide UCCE/UCCX/UC Health Checks
  • Assist in troubleshooting UCCX/E/CUCM/CUC/CER, gateways
  • Reviewed and Approved MOPs, Assisted OPS Acceptance team to develop process flow diagrams, tool alignment, planning engineering releases, addressed LLD standards.
  • Developed UC standards and processes for NQA team
  • Voice Maker, Checker, Approver for all KP Managed IP Telephony, PRI/SIP infrastructure, Voice Gateways, CUCM, CUC, CER UCCE/UCCX, to support Kaiser Permanente’s robust network.
  • Assist with pilot install of new SIP centralized infrastructure running Cisco B2BUA/CUBE/SME.
  • Closely working with the Backbone Voice teams on Voice, trainings, code caveats, escalations
  • Working closely with vendor teams to enhance voice standardization tools
07/2007 to Current
UC Voice/ Contact Center Engineer AVVIDD City, STATE,

Industries: Telecom, Defense, Banking, Wipro Internal

Geography: India, Middle East, Europe

Roles Played: Business Analyst, Frontend and Backend Developer, Tester, Support Engineer

Tech Used: Nortel Network, Visual Basic, MY SQL, Sun Solaris OS, Cisco CVP, Java, Dialogic Parity

  • Developed Self Service Application in Cisco CVP for a telecom company.
  • Developed and enhanced the Self Services Application for a banking customer.
  • Performed Requirement Gathering from end customer for Self Service Application and Agent Desktop Application.
  • Performed IVR Application Development in Nortel Periphonics, Avaya Dialogue Designer for a telecom company India and Middle East.
  • Designed and developed the User Interface for the Agent Application in Visual Basic.
  • Designed and developed Database integration in MYSQL and VB application.
  • Performed basic network setup and configuration of Nortel IP Telephony systems, CS 1000 PBX.
  • Installed and configured Nortel MPS 1000 Telephony IVR systems.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Extensively performed testing of the infrastructure and applications developed.
  • Extensively performed troubleshooting and go live activities for all of my customers.
04/2015 to 05/2016
Senior Consultant NIH (Sub Contractor) City, STATE,

Industries: Banking, Internet Service Provider, Accenture Internal

Geography: US, Europe

Roles Played: Team Lead, Business Analyst, Architect, Developer

Tech Used: Cisco CVP, Avaya Voice Portal

  • Analyzed and designed various enhancements along with one of the complex payment related self service enhancements for my ISP Customer in the US, exceeded customer expectations.
  • Performed requirement gathering sessions for the Telephony Transformation Project with the customer to understand the Business Need.
  • Designed the Customer experience call flows in Visio as per customer requirements.
  • Developed 4 key modules and Identification and Verification modules along with integration with the Customer backend.
  • Conducted design reviews throughout Development Lifecycle to provide input on functional requirements, product designs, schedules, and potential issues.
  • Led the end to end work for Self Service Application Migration of a Bank Divestment project for my customer at the customer site in the UK for 6 months.
  • Led a team of 5 developers from India for the application development of the complex modules of identification and verification, dynamic menu driven self service and various types of payments integration.
  • Designed automated testing tools and programs with the customers testing team addressing areas including database impacts, software scenarios, regression testing, negative testing, error/bug retests and usability.
  • Identified business process issues through careful collaboration with key stakeholders.
  • Documented software defects using bug tracking system and reported defects involving program functionality, output, online screen, and content to software developers.
  • Provided client developer teams with detailed reports on quality metrics, identified bugs/flaws and recommended fixes. Results.
  • Worked very closely with the Testing team for the client to develop a strategy and execute QA and UAT testing standards, policies and procedures for all functions involved as per customer requirements.
  • Gave budget suggestions for projects, outlining financial needs and forecasting.
  • Exceeded customer requirements with quality deliverables.
  • Cloud Contact Center Technologies: Amazon Connect
  • Traditional Contact Center Technologies: Genesys, Cisco UCCE, Nortel Networks
  • Conversational Technologies: Amazon Lex, NUANCE Dialogue Module
  • Languages: Python, NodeJS, Java SpringBoot, HTML, CSS
  • Cloud Platforms: AWS
  • AWS Services: Amazon Connect, Amazon Lex, AWS Lambda, Amazon DynamoDB, Amazon S3, Amazon CloudWatch, Amazon API Gateway, AWS AppSync, Amazon Quicksight, AWS Glue, Amazon Kinesis, AWS Cloudformation, AWS CDK, Amazon Polly, Amazon Transcribe, Amazon Comprehend, Amazon Sagemaker.
  • DevOps Tools: GIT Hub,Git, Atlassian JIRA, Azure DevOps, AWS CodeCommit, AWS Code Pipeline, AWS CodeBuild, AWS CodeDeploy
  • Web/Application Servers: Tomcat, Apache
  • Data Base: MySQL, SQL Server, AWS Aurora Serverless
  • Experience in Agile methodology.

AWS Certified Solutions Architect Associate

AWS Certified Developer Associate AWS Certified SysOps Administrator Associate
Expected in 2007 to to
Bachelor's of Technology: Computer Science And Engineering
West Bengal University of Technology - Overseas,
Professional Working
Limited Working
Native or Bilingual

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Resume Overview

School Attended

  • West Bengal University of Technology

Job Titles Held:

  • Amazon Connect Consultant
  • Network Services Contact Center Strategy-Telephony
  • UC Voice/ Contact Center Engineer
  • Senior Consultant


  • Bachelor's of Technology

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