Search Jobs | Dice.com

Job Details

Skills

Amazon Connect
Lex V2
DynamoDB
IAM
Amazon WorkSpaces
Contact Flows
Voice ID

Summary

Job Title: AWS Connect SME
Location: Dallas, TX (Onsite)

Job Summary

Experienced AWS Connect Subject Matter Expert (SME) to support a strategic discovery and transformation engagement.
Partner with architects and stakeholders to assess contact center environments, identify automation and AI opportunities, and develop an implementation roadmap leveraging Amazon Connect and AWS AI/ML services.

Key Responsibilities

Collaborate with architects and stakeholders to understand current contact center landscape, telephony stack, integrations, and challenges.
Conduct discovery workshops to capture functional and non-functional requirements.
Assess feasibility of migrating and modernizing legacy contact center platforms (Avaya, Genesys, Cisco UCCE/UCCX) to Amazon Connect.
Identify opportunities for automation, GenAI, and conversational AI (Amazon Lex, Amazon Q, Contact Lens, Amazon Bedrock).
Define target-state architecture including IVR flows, omnichannel routing, agent workspace, WFM, analytics, and CRM integrations (Salesforce, ServiceNow, Dynamics).
Develop phased implementation roadmap with effort estimates, risks, and dependencies.
Contribute to solution proposals, Bills of Materials (BoMs), and customer-facing presentations.
Participate in standups and customer discussions.

Required Skills

6 10 years of experience in contact center / CX domain with at least 3 years of hands-on Amazon Connect experience.
Strong expertise in Amazon Connect core services: Contact Flows, Routing Profiles, Queues, Quick Connects, Tasks, Customer Profiles, Voice ID, Contact Lens.
Hands-on experience with Amazon Lex V2, Lambda, Kinesis, DynamoDB, S3, CloudWatch, Pinpoint, and Amazon Q in Connect.
Experience integrating Amazon Connect with CRM platforms (Salesforce Service Cloud, ServiceNow, Microsoft Dynamics) and WFM tools (NICE, Verint, Calabrio).
Knowledge of telephony concepts including SIP, DID/Toll-free, SBCs, and number porting.
Exposure to GenAI and conversational AI use cases (agent assist, call summarization, sentiment analysis, self-service automation).
Familiarity with AWS security (IAM, VPC) and compliance frameworks (HIPAA, PCI-DSS, GDPR).
Strong stakeholder engagement and workshop facilitation skills.
Mandatory: Amazon WorkSpaces End User Computing.

Preferred Skills

AWS Certified Solutions Architect (Associate/Professional) or Amazon Connect specialization.
Experience in discovery/advisory engagements and roadmap creation.
Experience in real estate or facilities management industry.
Exposure to CCaaS migration programs to Amazon Connect.

Qualifications

Proven experience delivering discovery artifacts including:
- Current-state assessment documentation
- Opportunity/use-case catalog (automation and AI)
- Target-state architecture and solution blueprint
- Phased implementation roadmap with estimates
- Executive stakeholder presentation materials

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

_RighttoWorkPoster.pdf

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.

Dice Id: 91081485
Position Id: 9026818
Posted 2 days ago

Fitment

Dice Job Match Score™

👾 Reticulating splines...

Contact the job poster

Pavithran Valayapathy

Recruiter @ Galent

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Amazon Connect SME || Dallas, TX

Dallas, Texas

•

Yesterday

Role: Amazon Connect SME Location: Dallas, TX Mode: Contract Role Overview We are seeking an experienced AWS Connect Subject Matter Expert SME to support a strategic discovery and transformation engagement for the customer The SME will partner closely with the Architect to assess the customers existing contact center landscape identify automation and AIled opportunities and codevelop a comprehensive implementation roadmap leveraging Amazon Connect and the broader AWS AIML ecosystem Key Responsib

Easy Apply

Contract, Third Party

Amazon Connect Architect

Plano, Texas

•

Today

Location: Plano, TX Salary: $60.00 USD Hourly - $70.00 USD Hourly Description: Our client is currently seeking a Amazon Connect Architect Amazon Connect Architect Employment: Full Time or Contract Location: Onsite, Plano, TX preferred - remote may be considered if architect has the ability to travel to Plano, TX We are seeking an experienced Amazon Connect Architect to lead the design, implementation, and optimization of modern cloud contact center solutions. This role requires hands-on ex

Full-time

USD 60.00 - 70.00 per hour

Amazon Connect Engineer

Hybrid in Dallas, Texas

•

8d ago

Job Description: AWS Full Stack Developer Contact Center Recording Migration Position Summary We are seeking an experienced AWS Full Stack Developer to lead the migration of contact center call recording and analytics capabilities from the current Amazon Connect and Calabrio integration to a modern architecture. This role will design, develop, and implement cloud-native solutions to transition call recordings, metadata, analytics, and downstream integrations while ensuring security, compliance

Easy Apply

Contract

65 - 70

Product Manager, Contact Center Modernization (Amazon Connect Migration Healthcare Payer)

Dallas, Texas

•

Today

Product Manager, Contact Center Modernization (Amazon Connect Migration Healthcare Payer) Location: St. Louis, MO / Dallas, TX / New York, NY- Hybrid C2C or W2 Position Summary We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that

Easy Apply

Full-time, Part-time, Contract, Third Party

Filter Results

Job post features

Posted date

Work settings

Employment type

Distance

Employer type

Work authorization

AWS Connect SME

Skills

Summary

Dice Job Match Score™

Pavithran Valayapathy

Similar Jobs

AWS Connect SME

Job Details

Skills

Summary

Dice Job Match Score™

Pavithran Valayapathy

Similar Jobs