Job title: Lead Amazon Connect Consultant
Location: Remote
Duration: Contract
Job Description
The skillset includes experience in designing, implementing, and supporting cloud-based contact center solutions. Strong hands-on expertise in Amazon Connect, Amazon Lex, AWS Lambda, Harness, CI/CD pipelines, Terraform, and GitHub Actions, with proven experience in contact center technologies, automation, infrastructure as code (IaC), and cloud-native development. Skilled in building scalable, reliable, and efficient customer engagement solutions.
Responsibilities
- Design and build Amazon Connect contact flows and reusable modules for inbound and outbound customer interactions
- Develop and maintain Amazon Lex bots for automated self-service, intent recognition, and conversational routing
- Configure and optimize outbound campaigns including dialer strategies, contact lists, and compliance rules
- Implement customer profiles integrating data from CRM and external sources for personalized routing decisions
- Design routing profiles and queue configurations to meet SLA targets and workforce optimization goals
- Collaborate with business stakeholders to translate contact center requirements into technical solutions
- Monitor flow performance, identify bottlenecks, and implement continuous improvements
Qualifications
Required:
- Amazon Connect Contact flow design including flow modules
- Amazon Connect outbound campaigns design/build/monitor
- Amazon Connect customer profiles
- Amazon Lex voice bot design/build/monitor
Additional Experience:
- 5+ years hands-on experience with Amazon Connect or comparable CCaaS platforms (Genesys, NICE, Five9)
- Amazon Connect: Contact flows, modules, hours of operation, prompts, quick connects
- Amazon Lex: Bot design, intent/slot configuration, fulfillment logic, multi-turn conversations
- Outbound Campaigns: Campaign management, contact list handling, answering machine detection
- Customer Profiles: Profile configuration, identity resolution, data integration from external sources
- Routing Profiles: Queue priority, routing logic, agent hierarchy, skill-based routing
- Supporting AWS Services: Lambda, DynamoDB, S3, CloudWatch, Kinesis, EventBridge
Preferred Qualifications:
- Experience with Contact Lens for real-time and post-call analytics
- Familiarity with telephony concepts (IVR, ACD, CTI, SIP)
- AWS certifications (Cloud Practitioner, Solutions Architect, or Specialty)
- Experience integrating contact center solutions with Salesforce, ServiceNow, or similar CRM platforms
What Success Looks Like:
- Contact flows that reduce average handle time and improve first-contact resolution
- Lex bots that deflect routine inquiries while maintaining high customer satisfaction
- Outbound campaigns that meet compliance requirements while maximizing connection rates
- Routing configurations that balance agent utilization with customer wait time targets
Educational Qualifications:
- Required - Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or closely related or equivalent.
- Preferred - Master’s degree in Management Information Systems (MIS), Computer Science, Big Data or Analytics or equivalent.
Travel:
· Open to travel based up on the nature of the engagement.
Thanks & Regards
Srikanth Donkani Resource Manager | Reliable Software
Direct:
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