[Hiring] Amazon Connect IVR Developer @24 Hour Home Care - Corporate Division

Role Description

We’re looking for an experienced Amazon Connect IVR Developer to support a short-term, high-impact optimization project. Over the course of 4 weeks, you’ll 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. You’ll 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 You’ll 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

Qualifications

• Hands-on experience with Amazon Connect, including IVR and call routing configuration
• Experience analyzing Salesforce Voice or 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 Connect or 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)

Company Description

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's 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 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care.