Amazon Connect Senior Consultant, Technical Transformation

Work you'll do

As an Amazon Connect technical Senior Consultant, you'll be a hands-on contributor and workstream lead for designing, configuring, and building Amazon Connect contact center capabilities. You'll translate requirements into contact flows and integrations, partner closely with client stakeholders and project leadership, and help coordinate day-to-day delivery with onshore/offshore developers. You'll apply AWS best practices to produce secure, reliable solutions and support testing, releases, and early-life stabilization.

• Design and build Amazon Connect solutions (contact flows, routing/queues, IVR, prompts, hours/holiday logic)
• Develop integrations using AWS services (e.g., Lambda, API Gateway, DynamoDB/S3, Lex) and enterprise systems (CRM/ITSM)
• Own technical tasks from design through deployment (estimates, stories, documentation, unit testing)
• Support sprint execution by managing dependencies and unblocking development across teams
• Contribute to quality via code reviews, standards, monitoring/logging, and defect triage
• Troubleshoot production issues and support release cutovers and post-go-live stabilization
• Provide day-to-day client-facing technical guidance; contribute to proposals/solutioning as needed

Qualifications

• Minimum 6+ years of overall experience in IT/software delivery, including 3+ years delivering enterprise contact center or cloud solutions end-to-end
• 3+ years of hands-on Amazon Connect implementation experience (contact flows, routing/queues, IVR, integrations, testing and cutover)
• 2+ years leading a technical workstream or small delivery team (onshore/offshore) with accountability for scope, quality, and timelines
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred Experience

• Leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, ServiceNow, Oracle, or SAP
• Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, workforce management, and artificial intelligence in customer service
• Experience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)
• Telephony/SIP and contact center migration experience
• AWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect-specific training
• Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)