The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Amazon Connect Specialist Consultant to join our team. In this role, you will work closely with customers to design, implement, and deliver Amazon Connect solutions that meet their technical requirements and business objectives. You will be a key player in driving customer success through their contact center transformation journey, combining hands-on technical expertise with functional business analysis to deliver production-grade contact center solutions across the full project lifecycle.
Typical engagements involve migrating customers from legacy contact center platforms such as Genesys and Avaya to Amazon Connect or from other cloud / CCaaS platforms like NICE, Genesys, Cisco and others. You will operate at the intersection of technology and contact center operations: eliciting requirements from business and operational stakeholders, documenting current-state and future-state call flows, designing the agent and customer experience, and translating those functional designs into working Amazon Connect implementations. As much of the value in a Connect migration lies in capturing and re-imagining the functional behaviour of the contact center, this role blends solution delivery with structured business analysis.
As a Connect Specialist Consultant, you will possess a deep understanding of Amazon Connect, contact center operations, and AWS products and services. You will be proficient in architecting scalable, secure contact center solutions, and equally comfortable running discovery workshops, mapping IVR and routing logic, and producing the functional documentation that delivery teams depend on. This is a Level 5 role with significant ownership of engagement workstreams and direct customer-facing responsibility.
Key job responsibilities
Business Analysis & Functional Design
- Lead discovery workshops with customer business, operations, and IT stakeholders to capture functional contact center requirements
- Document current-state contact center behaviour from on-prem platforms (such as Genesys, Avaya), including call flows, IVR menus, routing logic, queues, prompts, business hours, and escalation paths
- Design and document future-state call flows, agent experience, and customer journeys mapped to Amazon Connect capabilities
- Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes, and disposition handling
- Produce clear functional specifications, process maps, and requirements traceability that bridge business intent and technical implementation
- Capture agent desktop, CCP, and supervisor experience requirements, including screen pops, wrap-up, and after-contact work
- Validate functional designs with stakeholders and manage sign-off before build
Technical Leadership & Solution Design
- Design and implement scalable, secure Amazon Connect solutions tailored to customer needs
- Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB
- Translate documented functional designs into working Connect contact flows, Lex bots, and Lambda integrations
- Lead technical and design discussions with IT stakeholders to accelerate adoption of new contact center technologies and practices
Migration Delivery
- Manage the migration and adaptation of existing enterprise contact centers from Genesys, Avaya, and other legacy platforms into Amazon Connect
- Map on-prem platform features and configurations to equivalent or improved Amazon Connect functionality, identifying gaps and proposing solutions
- Define migration approach, cutover planning, and parallel-run strategies that minimise disruption to live contact center operations
- Set up and configure AWS services in line with best practices for contact center operations
Knowledge Sharing & Innovation
- Create and apply frameworks, methods, best practices, and reusable artifacts specific to Amazon Connect implementations and migrations
- Share knowledge through mentoring, training, and creating reusable functional and technical contact center artifacts
- Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
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Inclusive Team Culture
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Work/Life Balance
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