Intelligent CX - AWS Connect - Digital Velocity at CDW Careers

The DVS team within CDW is responsible for selling and delivering Digital Transformation services to help customers meet business velocity objectives. Including but not limited to Cloud Native solutions, DevOps/SRE patterns and practices, Infrastructure as Code (IaC), Continuous Integration and Continuous Delivery (CI/CD) and software development. 

The DVS Intelligent CX Practice is responsible for the strategy, go to market, and professional services delivery in emerging and innovative technologies that directly influence our customer’s ability to deliver next generation customer experiences. With AI and software development practices that are coupled with a deep bench of collaboration experts, the Intelligent CX Practice is able to enable real world CX solutions for our customers that no other partner in the industry can. We lead with a consulting and business analyst led application of AI and natural language processing to customer care solutions such as chat, contact center, and collaboration tools, delivering AI agents and integrations that automate and enhance customer interactions while providing insights into CX operations.

CDW’s vision is to be the best national provider of Advanced Technology Solutions. We will achieve this reputation by continuing to delight our customers and being the employer of choice for Advanced Technology Solutions. Intelligent CX Consultants at CDW are smart, hard-working Engineers who enjoy teaming with other best and brightest Engineers on highly visible, technically challenging projects and offerings. We are looking for high-caliber, well-rounded professionals who are passionate about emerging technology, projects, and consulting.

Key Areas of Responsibility

• Consulting with customers to identify opportunities for improving business processes through automation and conversational AI technologies.
• Designing and developing applications across industries, creating conversations and automating tasks using Conversational AI technologies in various channels such as chat, voice and SMS .
• Designs technical solutions not only considering the customer’s infrastructure but also the business limitations and opportunities; operates comfortably beyond standard approaches to satisfy the needs of all the stakeholders.
• Driving innovation by being a technology advocate that can impact customer business outcomes.
• Collaborating with peers and leaders to develop processes, tools, and documentation that align to industry best practices in delivering CX applications.
• Provide deep and broad technical support to Sales and Solutions Specialists, review system designs and participate in bid assurance, as required by customers
• Promotes a culture of knowledge sharing and collaboration with team members through mentorship or building knowledge bases.

Required Qualifications

• Experience with configuration and implementation of the Amazon Connect Platform
• Experience in building call flows and IVR within AWS Connect
• Experience with AWS Services that include Amazon Connect, Lambda, S3, Athena, Kinesis, DynamoDB, Lex
• Experience with REST API’s and parsing results
• Experience with at least one traditional collaboration or contact center platform, such as Cisco Contact Center, Avaya, or Genesys PureCloud
• Strong analytic and problem-solving skills
• Strong written and verbal communication skills

Preferred Qualifications

• Understanding of programming, APIs, SDKs and at least 1 scripting language.
• Understanding of Agile, DevOps/SRE practices.
• Understanding of cloud native software development patterns; pub/sub, microservices, serverless and containers.
• Understanding of Continuous Integration and Delivery (CI/CD) pipelines.
• Familiarity with relevant collaboration protocols such as SIP/RTP, WebRTC, MRCP etc.
• Familiarity with other CPaaS platforms such as Twilio and SignalWire
• Familiarity with modern CCaaS solutions such as Five9 / Inference, Talkdesk, Nice InContact, or Webex Contact Center
• Experience with Git (Github/Gitlab)

COVID-19 Update:

CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation.  Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.