Amazon Connect Consultant
Horizontal Talent
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Job Details
Skills
- Customer Experience
- Management
- Amazon S3
- Amazon DynamoDB
- Amazon Kinesis
- Collaboration
- Customer Relationship Management (CRM)
- Workflow
- Analytics
- User Experience
- Scalability
- Information Security Governance
- Interactive Voice Response
- Routing
- Customer Service
- Communication
- Requirements Elicitation
- Conflict Resolution
- Problem Solving
- FOCUS
- Cloud Computing
- Amazon Web Services
- Salesforce.com
- Microsoft Dynamics
- ServiceNow
- Zendesk
- Generative Artificial Intelligence (AI)
- Python
- JavaScript
- Node.js
- VoIP
- Telecommunications
- Agile
- Scrum
- Customer Facing
- Presentations
- Artificial Intelligence
Summary
Responsibilities
- Design and deliver Amazon Connect solutions that align with business goals and customer experience needs
- Build and optimize contact flows, routing strategies, IVR experiences, and omnichannel engagement capabilities
- Implement and support chat, voice, task management, and self-service functionality within the contact center environment
- Configure and enhance conversational AI solutions, including Amazon Lex chatbots and related virtual assistant tools
- Integrate Amazon Connect with AWS services such as Lambda, S3, DynamoDB, Kinesis, Transcribe, and Comprehend
- Work across teams to connect Amazon Connect with CRM and service platforms and support workflow automation
- Gather requirements, facilitate discovery sessions, and translate business needs into practical technical solutions
- Troubleshoot production issues, monitor performance, and recommend improvements to routing, analytics, and user experience
- Support contact center modernization efforts by sharing best practices for scalability, security, governance, and adoption
- 3+ years of contact center consulting experience
- 2+ years of hands-on Amazon Connect implementation experience
- Strong knowledge of AWS cloud services and contact center architecture
- Experience designing contact flows, IVR logic, and routing configurations
- Understanding of contact center operations, customer service processes, and workforce considerations
- Ability to work closely with business, technical, and vendor stakeholders
- Strong communication skills and comfort leading workshops and requirement-gathering sessions
- Experience with APIs and integration development
- Problem-solving mindset with a focus on improving customer and agent outcomes
- AWS certification, such as Solutions Architect or Cloud Practitioner
- Experience with Amazon Connect specialty or advanced implementations
- Familiarity with Salesforce, Microsoft Dynamics 365, ServiceNow, or Zendesk
- Exposure to conversational AI, generative AI, or chatbot implementations
- Experience using Contact Lens, Wisdom, or Q in Connect
- Working knowledge of Python, JavaScript, or Node.js
- Understanding of VoIP and telecommunications concepts
- Experience working in Agile or Scrum delivery environments
- Client-facing consulting background with strong presentation skills
Horizontal is committed to fostering an inclusive workplace where different perspectives, backgrounds, and experiences are valued. We believe equity and belonging strengthen our teams, improve our solutions, and help us deliver better outcomes for the people and organizations we serve.
By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.
- Dice Id: 10123528
- Position Id: 75648
- Posted 1 hour ago
Company Info
About Horizontal Talent
Horizontal Integration offers two service lines. Our staffing agency places IT, digital and creative talent in both contract and permanent roles. Our digital agency provides digital marketing strategy and technology consulting on a project basis. Many of our clients take advantage of both service lines.
We are a certified Minority Business Enterprise, with more than 200 employees across our offices in Minneapolis, Denver, Dallas and Vadodara, India. We ve been consistently growing and profitable since the company was founded in 2003.
Honors:
Recognized as a "2009 Best Place to Work" by Minneapolis/St.Paul Business Journal.
Fact:
Our people and our organization are deeply rooted in IT and interactive marketing.
Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.
In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us. All applicants applying must be legally authorized to work in the country of employment.
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