Amazon Connect Consultant/Developer
We are seeking a highly skilled Amazon Connect Consultant/Developer with hands-on experience in designing and implementing end-to-end Amazon Connect solutions. The ideal candidate will have a deep understanding of call center operations, including on-premises telephony platforms, and possess the ability to architect and integrate Amazon Connect with third-party systems, CRMs, and AWS Generative AI services. You will play a key role in transforming customer engagement using AWS Cloud technologies and intelligent automation.
Key Responsibilities
- Lead Amazon Connect Solution Design:
- Design scalable, secure, and resilient Amazon Connect architectures tailored to client business and operational needs.
- Define end-to-end customer journeys, IVR flows, and contact routing logic.
- Development & Customization:
- Build and customize contact flows using AWS Lambda, Amazon Lex, Contact Flow modules, and AWS SDK.
- Develop integrations with CRMs (e.g., Salesforce, Dynamics), ticketing systems, and backend databases.
- AI/ML & Gen AI Integration:
- Implement AWS Generative AI services (e.g., Amazon Bedrock, Amazon Lex, Amazon Kendra, and Amazon Q) to enhance contact center automation, knowledge search, and agent assist solutions.
- Enable AI-driven use cases like intelligent chatbots, voicebots, real-time transcription, and summarization.
- Migration & Transformation:
- Lead or support migration from legacy on-premises call center solutions (e.g., Avaya, Genesys, Cisco) to Amazon Connect.
- Conduct gap analysis and develop phased transformation roadmaps.
- Solution Architecture & Documentation:
- Develop technical design documents, solution blueprints, and operational runbooks.
- Support pre-sales engagements including solution scoping, proposals, and RFP responses.
- Stakeholder Collaboration:
- Work closely with cross-functional teams including developers, product managers, infrastructure engineers, and business analysts.
- Act as technical advisor to clients and internal teams on best practices and evolving trends in contact center technologies.
Required Qualifications
- 8+ years of experience in cloud-based contact center platforms with 3+ years specifically in Amazon Connect implementations.
- Strong knowledge of call center operations, KPIs, and contact center technologies (IVR, CTI, ACD, WFM).
- Proficiency in AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, IAM, and Step Functions.
- Experience with AWS Generative AI services (Bedrock, Lex, Kendra, Q, Comprehend, etc.) and real-time AI integrations in contact centers.
- Familiarity with contact center CRMs, third-party integrations, and API-based automation.
- Understanding of security and compliance in cloud deployments (PCI, HIPAA, etc.).
- Experience in migrating from on-prem solutions like Avaya, Genesys, or Cisco to Amazon Connect.
- Ability to write and understand code (Node.js, Python, or Java) for Lambda functions and integrations.
Preferred Qualifications
- AWS Certification – Solutions Architect Associate or Professional; Amazon Connect Specialization a plus.
- Familiarity with DevOps tools (CI/CD pipelines, CloudFormation/Terraform, CodePipeline).
- Experience in contact center analytics and reporting (e.g., Connect Contact Lens, AWS Quicksight).
- Knowledge of global telephony and network connectivity (SIP, PSTN, SBC, carrier routing).
- Prior consulting or system integrator experience is a strong plus.
Soft Skills
- Strong communication and stakeholder engagement skills.
- Ability to lead technical discussions with both technical and non-technical audiences.
- Solution-oriented mindset with a focus on business outcomes.
- Passion for innovation and leveraging emerging technologies.