Care Tools Engineer - Amazon Connect

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

As a Care Tools Engineer at Deliveroo, you will play a pivotal role in optimising and maintaining the performance of our Care tools and systems. You will work closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot any technical issues that may arise. Additionally, you will evaluate new Care tools and make recommendations for potential integrations to enhance our customer support capabilities. Systems include Amazon Connect, Zendesk Support, Explore, Zapier, Twilio, Ziwo, and Shelf.io.

Responsibilities:

• Configure and maintain Amazon Connect contact flows, queues, routing profiles, and other related components to meet business requirements.
• Monitor and optimise the performance of Amazon Connect to ensure efficient call handling and customer service.
• Collaborate with stakeholders to understand business needs and implement solutions within Amazon Connect.
• Troubleshoot and resolve technical issues related to Amazon Connect, including integrations with other AWS services.
• Implement and maintain security best practices within Amazon Connect to protect customer data and ensure compliance with relevant regulations.
• Develop and maintain documentation for Amazon Connect configurations, processes, and procedures.
• Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations.
• Provide training and support to contact center agents and supervisors on the effective use of Amazon Connect features and tools.

Requirements:

• Proven experience as an Amazon Connect Administrator or similar role, with a deep understanding of Amazon Connect configuration and administration.
• Strong knowledge of AWS services, particularly those related to Amazon Connect, such as Lambda, S3, DynamoDB, and CloudWatch.
• Familiarity with contact center operations and best practices, including call routing, IVR systems, and workforce management.
• Ability to troubleshoot and resolve technical issues related to Amazon Connect and its integrations with other systems.
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Experience in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance.
• AWS certification(s) related to Amazon Connect and other relevant AWS services is a plus.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• AWS Certified Advanced Networking - Specialty or AWS Certified Solutions Architect - Professional certification.
• Experience with scripting languages such as Python or JavaScript for customising Amazon Connect functionality.

What We Are Looking For

• Pride in readable, well-designed, well-tested solutions
• Experience administering Amazon Connect
• Experienced in planning, building and maintaining efficient, scalable customer care structures across various support roles
• Being an effective problem solver, experience in resolving issues relating to third-party systems, calling out effectively where necessary
• Experience conducting in-depth reviews of workflows further to optimise existing processes with the use of technology
• Risk analysis and experience working in dynamic environments
• Strive to educate and empower users to become self-sufficient across all systems whilst mentoring others
• Ability to create supports material catered to both technical and non-technical staff

This is a hybrid position with the expectation of working from our Hyderabad office, 3 days per week.

Join Our Team:

If you are passionate about leveraging technology to drive exceptional customer experiences and are eager to take on the challenge of managing and developing care tools and systems, we encourage you to apply for the Care Tools Engineer position at Deliveroo. Join our team and be part of a company that is committed to innovation and excellence in customer care.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing startups in an incredibly exciting space.

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