AWS Connect Subject Matter Expert (SME)

Overview

Remote
$120,000+
Full Time
No Travel Required

Skills

Connect
Lambda
Cloud

Job Details

Position Summary:
We are seeking an experienced AWS Connect Subject Matter Expert (SME) to lead the design, implementation, optimization, and support of Amazon Connect contact center solutions. The SME will act as a trusted advisor and technical authority, providing expertise in customer experience (CX) transformation, cloud telephony, and integration with AWS services and third-party applications.
Key Responsibilities:

  • Solution Design & Architecture
    • Lead the design and deployment of scalable, secure, and high-performance Amazon Connect solutions.
    • Define best practices, architecture patterns, and governance standards for Amazon Connect and integrated AWS services.
    • Provide technical guidance on call flows, IVR design, routing, and omnichannel integration (voice, chat, email).
  • Implementation & Development
    • Configure and customize Amazon Connect features including Contact Flows, Lex bots, Lambda integrations, and Customer Profiles.
    • Develop and integrate AWS Connect with CRM platforms (Salesforce, Dynamics, etc.), workforce management tools, and analytics platforms.
    • Build automation solutions leveraging AWS Lambda, DynamoDB, S3, Kinesis, and other AWS services.
  • Operational Support
    • Monitor and optimize system performance, ensuring high availability and compliance with SLAs.
    • Provide escalation support and troubleshooting for complex incidents.
    • Develop and maintain operational runbooks and knowledge base documentation.
  • Stakeholder Management
    • Partner with business and IT teams to gather requirements and translate them into technical solutions.
    • Conduct workshops, demos, and training for internal teams and clients.
    • Advise on new AWS features and roadmap alignment for contact center modernization.
  • Security & Compliance
    • Ensure compliance with organizational security standards and regulatory requirements (e.g., PCI DSS, GDPR, HIPAA if applicable).
    • Implement IAM best practices, data encryption, and secure API integrations.

Required Skills & Qualifications:

  • Technical Expertise
    • Strong hands-on experience with Amazon Connect configuration and administration.
    • Proficiency in AWS services commonly integrated with Connect (Lambda, DynamoDB, Lex, S3, Kinesis, CloudWatch, CloudFormation).
    • Knowledge of telephony concepts: SIP, VoIP, PSTN, call routing, CTI, IVR.
    • Experience integrating Amazon Connect with CRM/WFM systems (Salesforce, ServiceNow, Genesys, NICE, etc.).
  • Professional Skills
    • Strong problem-solving, troubleshooting, and analytical skills.
    • Ability to create detailed technical documentation and solution diagrams.
    • Excellent communication skills to collaborate with both technical and business stakeholders.
  • Experience
    • 5+ years of IT/Cloud experience, with at least 2 3 years dedicated to Amazon Connect.
    • Prior experience as a Contact Center Engineer, AWS Solutions Architect, or Technical SME.
    • AWS certifications preferred (e.g., AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified Security Specialty).

Preferred Qualifications:

  • Experience with AI/ML in AWS Connect (Contact Lens, sentiment analysis, real-time transcription).
  • Familiarity with DevOps practices, CI/CD pipelines, and Infrastructure as Code (IaC) using CloudFormation/Terraform.
  • Background in customer experience strategy or digital transformation initiatives.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.