You will play a key role in developing and optimizing cutting-edge customer support infrastructure, integrating advanced AI technologies, and driving operational efficiency. This position requires deep expertise in AWS Connect, IVR systems, AI integrations, and customer service operations.

Responsibilities

1. AWS Connect Implementation and Administration:

• Lead the end-to-end implementation of AWS Connect to enable scalable, cloud-based customer engagement solutions.
• Administer and configure omnichannel contact center systems, including teams, services, skills, and call flows.
  
• Collaborate with stakeholders to design and test innovative workflows that improve customer satisfaction.

2. IVR and Call Routing Management:

• Design, implement, and optimize Interactive Voice Response (IVR) systems to ensure seamless customer interactions and efficient call routing.
• Configure and maintain call routing profiles, queues, and skills to meet dynamic business and customer needs.
• Collaborate with cross-functional teams to develop customer-centric call flows that reduce resolution times and improve satisfaction.
• Monitor and analyze IVR performance metrics to identify opportunities for improvement and implement enhancements.
• Develop and integrate intelligent routing solutions leveraging AI and machine learning to deliver personalized and efficient customer experiences.

3. AI Integration and Innovation:

• Develop and deploy AI-driven tools, such as chatbots, sentiment analysis, and predictive routing, to enhance customer experience and operational efficiency.
• Leverage AWS services, including Lex, Polly, and Lambda, to deliver frustration-free, personalized customer interactions.

4. Performance Optimization:

• Monitor contact center performance metrics to identify bottlenecks and optimize configurations for scalability and efficiency.
• Streamline processes to improve response times and reduce the cost-to-serve.

5. Collaboration and Customer Support:

• Partner with product management, engineering, and external carriers to improve processes and deliver exceptional customer outcomes.
• Provide ongoing support and ensure accurate, professional communication with internal and external stakeholders.
• Develop automation tools and solutions to scale operations and improve the customer and agent experience.

Requirements

• Strong proficiency developing serverless AWS Lambda functions.
• In-depth knowledge of Amazon Connect features, including contact flows, IVR systems, routing profiles, and AI integrations.
• Proven experience designing and optimizing IVR systems and call routing processes.
• Proficiency in AWS services such as DynamoDB, SQS, and API Gateway.
• Proven ability to work in large-scale, distributed environments with deep troubleshooting expertise.
• Experience with AI-driven customer service technologies, including chatbots, sentiment analysis, and predictive analytics.
• Familiarity with RESTful APIs, data serialization formats (JSON, XML), and version control systems like Git.
• Strong customer obsession and a passion for delivering solutions that delight customers.
• Excellent problem-solving skills with the ability to manage high-pressure situations effectively.
• Proven track record of improving processes to support scaled operations.

What you'll love

• Our culture. We're friendly, transparent, and love to innovate together.
• Flexible work-life balance.We embrace the mix of working remote and from the office.
• Professional development opportunities.We love to grow together.
• A chance to make a difference. We're a sustainably-driven company rethinking what's possible in Energy.
• Competitive compensation. We reward performance with annual bonuses and salary increases.
• Health Benefits. We promote your wellbeing with paid vacation and premium private medical insurance for you and your family.

About Us

Rhythm is a renewable energy and technology company empowering you to take control of your budget and your footprint. We combine energy market expertise with technology, design, and data science to create best-in-class products and services that are simple, delightful, and seamlessly integrated with the rhythm of your life. Our mission is to upend the energy status quo by setting a new standard of service excellence and customer partnership. We are a mission-driven, results-oriented group of engineers, businesspeople, designers and artists who love solving tough problems, all while making a positive impact on our communities.