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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