Amazon Connect CX and Platform Specialist, Senior Consultant
Core
Design, configure, and support AI-enabled contact center experiences in Amazon Connect, translating customer experience requirements into working capabilities across contact flows, Lex orchestration, voice/chat journeys, and external integrations.
Role type
Senior IC Amazon Connect CX and Platform Specialist
Builds
AI-enabled contact center solutions for clients using Amazon Connect, Lex, and external system integrations
Domain
Cloud Contact Center (CCaaS) and Conversational AI
Deliverable
production ML models | product features
Required skills
Amazon Connect (Contact Flows, Agent Workspace, Contact Lens), Amazon Lex/NLU, external system integration (SaaS APIs, CRM), operational CCaaS design (routing, queues, reporting), translating business requirements to platform designs
Preferred skills
Connect AI Agents/Amazon Q in Connect, regulated industry experience (finance, healthcare), multilingual journey design, data lake/analytics configuration, production readiness support
Technologies
Amazon Connect, Amazon Lex, Amazon Q, Contact Lens, SaaS APIs, CRM
Responsibilities
Design and configure contact flows (IVR, routing, escalation), build AI-integrated experiences, implement omnichannel voice/chat, configure Agent Workspace and Contact Lens, support operational CCaaS design, integrate with external systems, partner with designers and stakeholders
Seniority
Senior, hands-on IC
