Delivery Consultant - Amazon Connect, AWS Professional Services
Core
Design, implement, and deliver Amazon Connect contact center solutions, leading migrations from legacy platforms like Genesys and Avaya to the cloud.
Role type
Senior IC Delivery Consultant (Contact Center Solutions)
Builds
Production-grade contact center solutions and migration projects for enterprise customers
Domain
Cloud Contact Centers / AWS Professional Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Amazon Connect architecture, legacy platform migration (Genesys/Avaya), functional business analysis, IVR and routing logic design, stakeholder management, cloud-native solution design
Preferred skills
AWS AI/ML services (Lex, Contact Lens), software development (Python/JavaScript), CRM integration (Salesforce), compliance knowledge (PCI DSS/HIPAA), IP networking
Technologies
Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, SageMaker, Genesys, Avaya, Salesforce, ServiceNow
Responsibilities
Lead discovery workshops to capture functional requirements; document current-state and future-state call flows; design and implement scalable contact center solutions; manage migration strategies from legacy platforms; validate functional designs with stakeholders; create reusable frameworks and artifacts
Seniority
Senior, hands-on IC with significant ownership