Cloud Telephony

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

The Cloud Telephony team provides operational support to the Amazon Connect platform. Our team connects business need with technological enhancement. We partner with business owners, developers, and architects driving world-class experiences for TransUnion agents, consumers, and customers, in the voice channel across the globe.

Come be a part of our team - you’ll work with great people, pioneering products and cutting-edge technology.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management

**What You'll Bring**:

- 3+ years working with AWS Connect, including executing and exporting reports, conducting analytics, and troubleshooting setup failures.
- 3+ years supporting/creating Amazon Connect components, such as routing profiles, queues, and agent management.
- Strong understanding of call center operations, IVRs, routing strategies, and contact flows.
- Lead discovery and design sessions with business owners and be able to translate those requirements into best-in-class solutions with dev and architecture.
- Proven record of developing PoCs, creating design documents, and executing demonstrations.
- Proven experience with at least 2 AWS AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Wisdom, Translate, Transcribe), ideally in conjunction with customer experience and engagement
- Proven record of utilizing customer experience and engagement tools to improve consumer experience.
- Excellent analytical skills and attention to detail, with the ability to identify patterns, trends, and potential issues.
- Have a mindset of automating everything, with experience demonstrating this.
- Have a strategic mindset with ability to bring best practices and assets to local markets
- Strong communication skills and the ability to collaborate effectively with cross-functional teams.
- Must have at least 1 AWS Associate or Professional Certification

**Impact You'll Make**:
As a member of the Cloud Telephony team, you will provide sales and consumer operations with day-to-day operational support. On an ongoing basis, you will also work with those teams to design, development, and implement solutions that optimize agent and caller experiences. Some of the role’s responsibilities are:

- Lead discovery and design sessions with business owners for requested changes to their instance.
- Collaborate with developers and architects to create solutions that meet business needs.
- Provide QA prior to and testing during solution implementation.
- Utilize survey data to improve caller experience.
- Review reporting to identify patterns, trends, and potential issues that need to be solutioned.
- Lead PoCs, create low-level design documents, and provide solution demonstrations upon request.

TransUnion Job Title

Consultant, Consumer Capability