Amazon Connect Specialist Consultant, AWS Professional Services
Core
Design, implement, and deliver Amazon Connect solutions for contact center transformations, migrating legacy platforms to cloud-native architectures.
Role type
Senior IC solution architect & functional consultant (contact center)
Builds
Production-grade contact center solutions on AWS
Domain
Cloud contact centers (CCaaS) / Telecommunications
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Amazon Connect architecture, legacy platform migration (Genesys/Avaya), functional requirements gathering, call flow design, IVR logic, routing logic, AWS services integration (Lex, Lambda, DynamoDB), stakeholder management
Preferred skills
AWS Solutions Architect certification, BPMN/process mapping, Python/JavaScript/Java development, IaC, CRM integration (Salesforce/ServiceNow), compliance knowledge (PCI DSS/HIPAA), IP networking
Technologies
Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, Genesys, Avaya, Salesforce, ServiceNow, Calabrio, Verint, NICE
Responsibilities
Lead discovery workshops to capture functional requirements; Document current-state and future-state call flows and agent experiences; Design scalable contact center solutions; Manage migration from legacy platforms to Amazon Connect; Translate functional designs into working Connect flows and integrations; Create reusable frameworks and mentor teams
Seniority
Senior, hands-on IC with significant ownership