Contract Amazon Connect IVR Developer
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Job Location:
El Segundo, CA - USA
Monthly Salary:
$ 60 - 75
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
WHO WE ARE:
24 Hour Home Care is a trusted in-home care company committed to making a positive impact in peoples lives every day. For more than 15 years it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today it provides caregiving services to more than 16000 clients and employs more than 16000 caregivers. By putting people first striving for excellence and investing in purposeful innovation 24 Hour Home Care redefines what it means to care. Learn more at.
At Team 24 were driven by one purpose to make a real difference in the lives of our clients and families. Watch this short video to see the heart behind our work and the impact our teams create every day.
WHO YOU ARE:
You are apassionate and performance-driventeam player eager to take on a key role in our companys growth. You embody Team 24s Care & Compete Principles and Competencies:
In the spirit ofOwn(ing) It With Courage we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience:24 Hour Home Care: Glassdoor Page
Sound interestingRead on for more details!
THE ROLE:
Were looking for an experienced Amazon Connect IVR Developerto support a short-term high-impact optimization project. Over the course of 4 weeks youll assess and improve our current IVR and call routing experience to reduce friction improve call outcomes and enhance the overall customer journey.
This role blends hands-on technical configuration with data analysis and strategic recommendations. Youll work cross-functionally with IT Contact Center Operations Finance and Customer Experience to identify issues and implement meaningful improvements.
Project Scope
- 4-week engagement focused on research analysis and implementation
- Flexible schedule
- 100% Remote
What Youll Do
IVR & Call Flow Optimization
- Review current Amazon Connect IVR configurations including menu structures routing logic and queue design
- Evaluate prompt clarity and overall caller experience
- Identify opportunities to simplify flows and reduce confusion
- Diagnose root causes of misrouted calls and repeat transfers
Call Data Analysis
- Analyze Salesforce Voice and Amazon Connect call data including:
- Call outcomes and dispositions
- Queue behavior and transfers
- Abandonment trends and failed interactions
- Identify patterns and friction points impacting performance
Recommendations & Strategy
- Develop clear actionable recommendations to improve IVR design and routing
- Align solutions with contact center best practices and platform capabilities
- Prioritize improvements based on impact vs. effort
Implementation & Support
- Assist in implementing approved IVR and routing updates in Amazon Connect
- Partner with internal teams to test and validate changes
- Document updates and support knowledge transfer
WHAT YOU BRING TO THE TABLE:
Required Qualifications
- Hands-on experience with Amazon Connect including IVR and call routing configuration
- Experience analyzing Salesforce Voiceor contact center call data
- Strong understanding of contact center operations and performance metrics
- Ability to translate technical findings into clear business-oriented recommendations
- Strong communication and cross-functional collaboration skills
- Experience working in a contract or project-based environment
- Experience with Contact Lens for Amazon Connector similar analytics tools (preferred)
- Salesforce reporting or dashboard experience related to voice interactions (preferred)
- Background in IVR redesign call containment or customer experience optimization (preferred)
- Experience in healthcare services or high-volume contact center environments (preferred)
WHAT WE BRING TO THE TABLE:
24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity or sexual orientation. Additionally 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review should criminal history have a direct adverse and negative relationship 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point 24 Hour Home Care will review the prospective hires written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
- By Email:
- By Web: Phone:
For California applicants: by applying for this position you acknowledge and consent to the collection use and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).
The expected California Pay Range for this position:
$60 - $75 USD
Required Experience:
IC
