Job Title: Contact Centre Platform Specialist
Job Description:
We are seeking an experienced professional to join our team as a Contact Centre Platform Specialist. The ideal candidate will have a strong background in designing, building and implementing contact centre flows within Amazon Connect and other relevant platforms.
Key Responsibilities:
* Design and build contact centre flows that deliver seamless digital experiences for customers.
* Develop intelligent routing, IVR logic and customer interaction workflows.
* Work closely with internal stakeholders to optimise customer experience across voice, chat, email and virtual agent channels.
* Support the integration of contact centre systems with CRM/ITSM platforms such as ServiceNow.
* Contribute to automation initiatives, including AI-powered virtual agents and self-service capabilities.
Requirements:
* Proven experience with contact centre platforms (Amazon Connect, Genesys, NICE or similar).
* Strong capability in building and configuring contact flows, IVR logic and routing scenarios.
* Understanding of modern omnichannel environments (voice, chat, email, virtual agents).
* Experience integrating contact centre systems with CRM/ITSM systems—ServiceNow experience highly desirable.
* Familiarity with virtual agents, conversational AI and automated customer workflows.
* Ability to translate business needs into effective contact centre solutions.
What We Offer:
* A dynamic and supportive work environment.
* Ongoing training and development opportunities.
* The chance to work on challenging projects and make a real impact.
* A competitive salary and benefits package.
How to Apply:
If you are a motivated and experienced professional looking for a new challenge, please submit your application.