Amazon Connect Senior Consultant, Technical Transformation

Work you'll do

• 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

Preferred

• Experience leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, SreviceNow, Oracle, or SAP.
• Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, work force management, and artificial intelligence in customer service
• Amazon Connect Chat and/or Tasks, outbound campaigns, and integration with CRM/ITSM platforms
• 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)