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We are seeking an expert-level AWS IVR Migration Specialist to lead a major technology overhaul in the Insurance & Benefits space. This role involves migrating all agents and IVR systems from Avaya to AWS, ensuring seamless integration and functionality across multiple platforms.
Job Responsibility:
Overhaul the tech stack within the IVR space, transitioning from Avaya to AWS
Reskill and configure all IVRs, including 800 numbers, call routing for claims and rider skillsets, and agent call handling
Implement necessary IVR tweaks (no major enhancements or new tools)
Drive a complete migration within the first year of an 18-month engagement
Ensure proper routing and connectivity between AWS Connect and Salesforce for CTI integration
Requirements:
Expert-level experience with AWS, particularly AWS Connect
Strong understanding of IVR systems and call routing processes
Familiarity with CTI integrations between AWS Connect and Salesforce
Ability to manage large-scale migrations and work within complex enterprise environments
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