AWS Connect Consultant

Job Title: AWS Connect Consultant

Location: Remote

Duration: / Term: Fulltime

Experience Desired: 12+ Years

Job Description:

Seeking a skilled Delivery Consultant, Amazon Connect to join our team and lead a large-scale contact center transformation for a major banking client. In this role, you''ll work closely with the customer to design, implement, and manage Amazon Connect solutions that meet their technical requirements and business objectives across retail, commercial, wealth management, fraud, and collections lines of business. You''ll be a key player in driving customer success through their contact center transformation journey, providing specialized expertise in Amazon Connect and related AWS services throughout the project lifecycle.

You will possess deep understanding of Amazon Connect, contact center operations, and AWS products and services. You will be proficient in architecting complex, scalable, and secure contact center solutions tailored to meet the specific needs of the customer, with strong hands-on development skills in Java, Python, and Terraform to deliver production-grade implementations.

This is a customer-facing role. You will be required to travel to client locations and deliver professional services as needed.

Key Responsibilities

Technical Leadership & Solution Design

• Collaborate with AWS field sales, pre-sales, training, and support teams to help partners and customers learn how to build and move to production-grade AWS environments that support Amazon Connect
• Architect end-to-end Amazon Connect solutions including contact flows, routing profiles, queues, and agent workspaces aligned with banking-specific requirements
• Design and implement complex, scalable, and secure Amazon Connect solutions leveraging Amazon Lex, Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Bedrock, Lambda, and DynamoDB
• Lead technical and design discussions with IT executives to help enterprises accelerate adoption of new contact center technologies and practices
• Design omnichannel strategies spanning voice, chat, tasks, email, and SMS using Amazon Connect''s native capabilities
• Architect outbound campaigns for proactive customer engagement (collections, appointment reminders, fraud alerts)
• Define security architecture including encryption, access controls, PCI-DSS and SOC 2 compliance, data residency, and PII handling appropriate for financial services
• Develop disaster recovery, high availability, and multi-region strategies using Amazon Connect Global Resiliency

Customer Engagement & Professional Services Delivery

• Define and deliver on-site Professional Services engagements with partners and customers, including participating in pre-sales visits, understanding customer requirements, proposing and delivering packaged offerings
• Deliver custom solution engagements specifically focused on call center organization, processes, tooling, and integration
• Provide guidance on the people, organizational, security, and compliance aspects of transforming the contact center to the cloud
• Act as a trusted advisor to customers on contact center industry trends, emerging technologies, and innovative cloud solutions
• Translate complex technical architectures into business-friendly language for senior banking stakeholders
• Run workshops, design sessions, and technical deep-dives with both technical and non-technical audiences

Implementation & Integration

• Lead engagements that include short on-site projects proving the use of AWS services to support new distributed computing solutions spanning private and public cloud services
• Manage integration and adaptation of existing enterprise call centers into Amazon Connect, including migrations from legacy platforms (Avaya, Genesys, Cisco UCCE, or similar)
• Develop custom integrations with core banking systems, CRMs (Salesforce, custom), and middleware using Java and Python, leveraging Amazon Connect APIs, Lambda, EventBridge, and Kinesis
• Build and maintain infrastructure-as-code using Terraform for Amazon Connect resource provisioning, environment management, and repeatable deployments across multiple environments
• Develop Lambda functions and microservices in Java and Python for contact flow logic, CTR processing, real-time event handling, and backend integrations
• Implement Amazon Connect Contact Lens for real-time and post-call analytics, sentiment analysis, supervisor alerting, and quality management
• Configure Amazon Connect Customer Profiles to unify customer data from multiple banking systems
• Implement Amazon Connect Cases for end-to-end case management across banking service requests
• Design workforce management strategies using Amazon Connect forecasting, capacity planning, and agent scheduling
• Set up and configure AWS services in line with best practices for contact center operations
• Build CI/CD pipelines for contact flow deployment, Lambda function releases, and Terraform-managed infrastructure changes
• Coach customers and partner teams to be self-sufficient in managing their Amazon Connect environments

Knowledge Sharing & Innovation

• Create and apply frameworks, methods, best practices, and artifacts specific to Amazon Connect implementations in financial services
• Share knowledge within the organization through mentoring, training, and creating reusable contact center artifacts
• Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
• Publish and present contact center solutions in large forums and across various media platforms
• Create and maintain runbooks, architecture decision records, and operational documentation

Required Skills & Experience

• 5+ years hands-on experience with Amazon Connect across production deployments at scale
• Deep expertise across all Amazon Connect service domains: contact flows, routing, agent workspace, Contact Lens, Customer Profiles, Cases, Lex integration, outbound campaigns, forecasting/scheduling, and analytics
• Strong software development skills in Java (Spring Boot, AWS SDK for Java) for building scalable backend services, Lambda functions, and integration components
• Strong software development skills in Python (Boto3, AWS SDK for Python) for automation, Lambda functions, data processing, and scripting
• Proficiency in Terraform for infrastructure-as-code, including module development, state management, workspace strategies, and CI/CD integration for Amazon Connect and supporting AWS resources
• Strong background in AWS services commonly paired with Connect: Lambda, Lex, Polly, Kinesis, DynamoDB, S3, EventBridge, Step Functions, CloudWatch, IAM, KMS, Secrets Manager, SageMaker, Transcribe, Comprehend, and Translate
• Experience with telephony concepts: SIP, PSTN, DID management, number porting, carrier integration, and DTMF handling
• Proven track record of contact center migrations from legacy platforms to Amazon Connect
• Experience with CI/CD pipelines for contact flow deployment, application releases, and infrastructure management
• Familiarity with financial services regulatory requirements: PCI-DSS, SOC 2, GDPR, CCPA, and banking-specific compliance frameworks
• Comfortable operating in large enterprise environments with formal change management, governance, and security review processes

Preferred Qualifications

• AWS certifications: Solutions Architect Professional, DevOps Engineer Professional, or Specialty certifications
• Experience with Amazon Connect in regulated financial services environments
• Background in conversational AI design — intent modeling, utterance training, slot management, and multi-turn dialog flows with Amazon Lex
• Experience with real-time streaming and analytics using Kinesis Data Streams and Kinesis Data Firehose for CTR and agent event processing
• Knowledge of Amazon Connect APIs for programmatic instance management, contact flow versioning, and metric extraction
• Experience with Amazon Connect Global Resiliency for multi-region failover
• Experience with third-party integrations: workforce management tools, speech analytics platforms, screen recording, and CRM connectors
• Background in contact center operations — WFM, quality assurance, and performance management
• Experience with Terraform modules for Amazon Connect (community or custom), including managing connect instances, contact flows, and associated resources as code
• Familiarity with additional IaC tools such as AWS CDK or CloudFormation alongside Terraform
• Experience building event-driven architectures in Java or Python for real-time contact center data processing
• Contributions to open-source projects related to Amazon Connect, contact center tooling, or AWS SDKs

Key Skills:

Amazon Connect, Java or Python, APIs, contact center operations, Terraform