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Senior Consultant, Amazon Connect CX and Platform Specialist

Job Description:

  • Design and configure Amazon Connect contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns.
  • Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent routing, confidence-driven escalation, and Amazon Lex orchestration within Amazon Connect.
  • Implement omnichannel customer experiences across voice and chat, including channel-specific response design and seamless handoff to live agents.
  • Configure and optimize Amazon Connect Agent Workspace capabilities, including screen pops, Amazon Q in Connect, real-time knowledge suggestions, and agent-assist context passed from customer interactions.
  • Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation.
  • Support operational CCaaS design and implementation, including queue management, routing profiles, supervisor tooling, real-time reports, historical reporting, and agent or queue performance metrics.
  • Integrate Amazon Connect with external systems using SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns.
  • Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to align platform build, customer journeys, AI integrations, and operational reporting with the solution design.

Requirements:

  • Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens, reporting, queue configuration, routing, and supervisor capabilities.
  • Experience building self-service IVR flows and AI-integrated customer journeys in Amazon Connect.
  • Experience with Amazon Lex or comparable NLU/intent-routing patterns in a contact center environment.
  • Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs, and external analytics platforms.
  • Understanding of operational CCaaS concepts such as queue management, routing strategy, agent performance metrics, supervisor workflows, escalation paths, and reporting.
  • Ability to translate incomplete or high-level business requirements into practical Amazon Connect platform designs and implementation tasks.
  • Functional understanding of agile delivery methods.
  • Experience collaborating with project managers, business analysts, developers, architects, and client stakeholders.
  • Comfort working where traditional CCaaS capabilities intersect with AI-driven customer and agent experiences.
  • Preferred: experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities.
  • Preferred: experience in financial services, healthcare, public sector, or another regulated industry.
  • Preferred: experience with bilingual or multilingual journey design.
  • Preferred: experience with data lake configuration, contact center analytics, or external reporting integrations.
  • Preferred: experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.

Benefits:

  • Annual incentive program eligibility
  • Medical, dental, and vision benefits
  • Tax-advantaged health care accounts
  • Financial and income protection benefits
  • Paid time off (PTO)
  • Wellness time off
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