Contract Amazon Connect IVR Developer

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. Learn more at www.24hrcares.com.

At Team 24, we’re 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 a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies:

In the spirit of Own(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 interesting? Read on for more details!

THE ROLE:

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

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

• 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
  

• 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

• 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

Required 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)

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 hire’s 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: [email protected]
• By Web: https://dcba.lacounty.gov/contact-us/
• By Phone: (800) 593-8222

The expected California Pay Range for this position:: $60 USD - $75 USD