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Amazon set to offer hosted call centre services?

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5th Jan 2010
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Is Amazon.com about to add Cloud-based call centre services to its growing suite of offerings?

A new job posting on Amazon.com's website appears to indicate that the online retailer plans to add cloud-based call centre services to its growing suite of offerings.
The advert, which was spotted by Eric Engleman, a senior technology staff writer for TechFlash and the Puget Sound Business Journal, indicated that the Seattle, Washington-based firm wanted candidates to "Join us to help take our solution to the next level, making it available to organizations outside of Amazon".
Engleman said that the posting for a Manager Customer Service Telecoms Team (Job ID: 109036) was removed following his story before being reinstated. It has subsequently been removed again.
But the advert said that the company was looking for "experienced VOIP/SIP engineers to help us support and develop Amazon's internally developed Call Centre Platform located at its headquarters."
They would need to be able to "evaluate open-source and commercial components for their ability to run reliably in the cloud" and liaise with both internal customers and external partners to "accurately gather requirements, and translate these business needs into workable technology solutions".
Candidates would also be expected to work on all phases of developing the new system from analysis and design through to implementation and support.
Amazon's Call Centre Platform currently runs all of its contact centres, supporting thousands of concurrent customer calls, and tens of thousands of agents, the retailer said.

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