Managed Services Engineer - AWS / UC & WAN at Digital Island
Real User
Top 5
2024-10-21T07:30:00Z
Oct 21, 2024
I am a managed services engineer for Amazon Connect. I handle deployment, configuration, and making changes, adding, or removing parts of the services for contact centers. We use it internally, however, as a reseller, the service provider I work for has multiple clients who use Amazon Connect for their contact center solution.
I use it to create a dynamic contact center, integrating with Lex for NLP. This allows us to provide direct responses to prompts through the chatbot. We also utilize this data in interactive IVRs.
I use Amazon Connect to integrate with Lambda to export chat interactions between customers and agents. We use Lambda to code in Java and Python. In the banking industry, customers can inquire about their current balance through an integration via chat. Customers can opt for a call with an agent for more detailed inquiries. Amazon Connect also supports third-party communications such as telecom and WhatsApp, integrating seamlessly with tools like the Salesforce database.
We work on contact center migrations. Currently, we are using Amazon Connect to migrate legacy contact centers like Cisco or Avaya to host them in the cloud.
We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.
Amazon Connect, or AWS Connect, is a cloud-based contact center solution from Amazon Web Services. The platform stands out for its scalable cloud infrastructure that adjusts to fluctuating demand, eliminating the need to maintain physical hardware. Amazon Connect was developed to give Amazon customers personal, dynamic, and natural experiences. As their team said, "We couldn’t find one that met our needs, so we built it." They made this solution available for all businesses, and today,...
I am a managed services engineer for Amazon Connect. I handle deployment, configuration, and making changes, adding, or removing parts of the services for contact centers. We use it internally, however, as a reseller, the service provider I work for has multiple clients who use Amazon Connect for their contact center solution.
I use it to create a dynamic contact center, integrating with Lex for NLP. This allows us to provide direct responses to prompts through the chatbot. We also utilize this data in interactive IVRs.
I use Amazon Connect to integrate with Lambda to export chat interactions between customers and agents. We use Lambda to code in Java and Python. In the banking industry, customers can inquire about their current balance through an integration via chat. Customers can opt for a call with an agent for more detailed inquiries. Amazon Connect also supports third-party communications such as telecom and WhatsApp, integrating seamlessly with tools like the Salesforce database.
We use the solution for call routing and internet calls in the call center.
Amazon Connect is a contact center solution we use for our support services. It allows us to better serve our customers.
We use Amazon on the backend.
We work on contact center migrations. Currently, we are using Amazon Connect to migrate legacy contact centers like Cisco or Avaya to host them in the cloud.
We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.