*Banking services provided by MVB Bank, Inc., Member FDIC
We are seeking an experienced hands-on AWS Connect and IVA/IVR Engineer to join our team. In this role, you will be responsible for designing, implementing, and optimizing AWS Connect and Intelligent Virtual Assistant (IVA)/Interactive Voice Response (IVR) solutions. You will work closely with our cross-functional teams to understand business requirements and provide technical expertise to improve and scale up our AWS Connect capabilities. If you are passionate about leveraging AWS Connect and IVA/IVR technologies, along with expertise in Lambda, SMS, chat, monitoring tools, and other AWS capabilities, to deliver exceptional customer experiences, we would love to hear from you.
What you’ll do:
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- Design, develop, and implement AWS Connect solutions for our organization, ensuring high availability, scalability, and performance.
- Configure and customize IVR call flows, chatbots, and virtual assistants to enhance customer experience and optimize call routing and handling.
- Collaborate with stakeholders to gather business requirements and translate them into technical specifications for AWS Connect and IVA/IVR solutions.
- Integrate AWS Connect with Salesforce Service Cloud to streamline customer interactions and data synchronization.
- Utilize AWS Lambda to develop serverless functions for customizing and extending AWS Connect capabilities.
- Implement SMS messaging capabilities using AWS services such as Amazon SNS and Amazon Pinpoint.
- Design and deploy chat solutions leveraging AWS services like Amazon Connect Chat and Amazon Lex.
- Set up and configure monitoring tools such as Amazon CloudWatch to track and analyze AWS Connect performance and operational metrics.
- Optimize and fine-tune AWS Connect configurations to improve call center efficiency, agent productivity, and customer satisfaction.
- Conduct regular monitoring, analysis, and troubleshooting of AWS Connect and IVA/IVR systems to identify and resolve performance issues or bottlenecks.
- Stay updated with the latest AWS services and features, and propose innovative solutions to enhance our AWS Connect capabilities.
- Provide technical guidance and support to cross-functional teams, including developers, administrators, and business analysts.
- Collaborate with AWS and Salesforce architects to ensure the overall AWS architecture aligns with best practices and industry standards.
What we are looking for:
- Bachelor's degree in Computer Science, Engineering, or a related field. Relevant certifications in AWS and Salesforce will be a plus.
- Proven experience working with AWS Connect and implementing IVA/IVR solutions.
- Strong understanding of AWS services and architecture, including Lambda, S3, EC2, CloudFormation, CloudWatch, Amazon SNS, and Amazon Pinpoint.
- Familiarity with Salesforce Service Cloud and its integration with AWS Connect.
- Proficiency in programming languages such as Python, JavaScript, or Java for customization and automation.
- Experience with call center technologies, telephony infrastructure, and CRM systems.
- Solid understanding of networking, security, and data privacy principles in cloud environments.
- Experience in designing and implementing chat solutions using AWS services like Amazon Connect Chat and Amazon Lex.
- Knowledge of monitoring tools such as Amazon CloudWatch for tracking and analyzing AWS Connect performance.
- Strong problem-solving skills and ability to troubleshoot complex issues in AWS Connect and IVA/IVR systems.
- Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
- Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities.
Benefits at Credit Karma includes:
- Medical and Dental Coverage
- Retirement Plan
- Commuter Benefits
- Wellness perks
- Paid Time Off (Vacation, Sick, Baby Bonding, Cultural Observance, & More)
- Education Perks
- Paid Gift Week in December
Pay Transparency Notice: Credit Karma’s mission of championing financial progress for all starts from within. That’s why we implemented role-based compensation, which ensures people who are in the same role receive the same pay with variations for geographic location only. It’s all part of a more comprehensive DEI strategy that helps level the playing field. The base salary range for this role is $150,000 - $180,000, plus equity and benefits.
Equal Employment Opportunity:
Credit Karma is proud to be an Equal Employment Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information or other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance laws.
Credit Karma is also committed to a diverse and inclusive work environment because it is the right thing to do. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.
Please contact candidate.support@creditkarma.com if you are interested in employment with Credit Karma and need special assistance or an accommodation to either apply or interview for a specific role.
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