Senior Consultant, Amazon Connect CX and Platform Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Design and set up Amazon Connect contact flows, encompassing self-service IVR, authentication branches, error and retry management, DTMF fallback paths, transfers, routing logic, and escalation patterns.

• Create natural language IVR and AI-enhanced contact flow experiences utilizing NLU-based intent routing, confidence-driven escalation, and orchestration with Amazon Lex within Amazon Connect.

• Implement omnichannel customer experiences across both voice and chat, featuring channel-specific response design and smooth transitions to live agents.

• Configure and enhance Amazon Connect Agent Workspace functionalities, including screen pops, Amazon Q in Connect, real-time knowledge suggestions, and agent-assist context derived from customer interactions.

• Set up Contact Lens functionalities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation.

• Assist in operational CCaaS design and implementation, covering queue management, routing profiles, supervisor tools, real-time reporting, historical reporting, and performance metrics for agents or queues.

• Integrate Amazon Connect with external systems through SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns.

• Collaborate with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure alignment of platform development, customer journeys, AI integrations, and operational reporting with the solution design.

⛳️ Requirements

• Practical experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, reporting, queue configuration, routing, and supervisor functionalities.

• Proven experience in building self-service IVR flows and AI-integrated customer journeys within Amazon Connect.

• Familiarity with Amazon Lex or similar NLU/intent-routing methodologies in a contact center setting.

• Experience integrating Amazon Connect with external systems, such as CRM screen pops, SaaS APIs, and analytics platforms.

• Knowledge of operational CCaaS concepts, including queue management, routing strategies, agent performance metrics, supervisor workflows, escalation paths, and reporting.

• Capability to convert vague or high-level business requirements into actionable Amazon Connect platform designs and implementation tasks.

• Functional understanding of agile delivery methodologies.

• Experience working collaboratively with project managers, business analysts, developers, architects, and client stakeholders.

• Comfort in environments where traditional CCaaS functionalities intersect with AI-driven customer and agent experiences.

• Preferred: experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-powered contact center functionalities.

• Preferred: experience in the financial services, healthcare, public sector, or other regulated industries.

• Preferred: experience with bilingual or multilingual journey design.

• Preferred: experience with data lake configurations, contact center analytics, or external reporting integrations.

• Preferred: experience in supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.

🏝️ Benefits

• Eligibility for annual incentive programs

• Medical, dental, and vision coverage

• Tax-advantaged healthcare accounts

• Financial and income protection benefits

• Paid time off (PTO)

• Wellness time off