Contract Amazon Connect IVR Developer

24 Hour Home Care

Salary: $124k - $156k
Location: El Segundo, California, United States
Job type: Part-time

Required skills

Amazon Connect
Salesforce Voice
Contact Lens for Amazon Connect
Salesforce reporting

About the role

WHO WE ARE:

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:

Care and Compete Principles

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

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

WHAT YOU BRING TO THE TABLE:

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)

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 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: info@dcba.lacounty.gov}
_{By Web: https://dcba.lacounty.gov/contact-us/}
_{By Phone: (800) 593-8222}

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

About 24 Hour Home Care

Provides professional in-home care for seniors and disabled individuals.

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