Functional Consultant - Contact Center
Core
Lead discovery workshops for contact center modernization, translating business requirements into functional specifications for Amazon Connect implementations, and using call listening to surface undocumented processes for AI agent script creation.
Role type
Senior Functional Consultant (Contact Center)
Builds
Amazon Connect implementations, AI agent scripts, and process maps for contact center modernization
Domain
Customer Experience (CX) / Cloud Contact Centers
Required skills
Business Analysis, Requirements Elicitation, Process Mapping, Call Quality Analysis, Stakeholder Management, UAT Facilitation, Change Management, Data Modeling, Documentation, SQL
Preferred skills
Conversational AI (Amazon Lex/Q), Regulated Verticals (HIPAA/Finance), Pre-sales, Data Visualization, Python, AI Tools
Technologies
Amazon Connect, Jira, Confluence, Lucidchart, Visio, Figma, QuickSight, Tableau, Power BI, Amazon Q, Contact Lens
