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("AMAZON CONNECT" OR "AWS CONNECT") AND ("CONTACT CENTER" OR "CONTACT CENTRE" OR CCAAS OR CX OR "CUSTOMER EXPERIENCE") AND ("AMAZON LEX" OR "LEX V2" OR LAMBDA) AND (SALESFORCE OR SERVICENOW OR DYNAMICS)

Summary

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 Responsibilities

Collaborate with the Architect and customer stakeholders to understand the current contact center CX landscape telephony stack integrations and pain points
Conduct discovery workshops to capture functional and nonfunctional requirements
Assess feasibility of migratingmodernizing legacy contact center platforms Avaya Genesys Cisco UCCEUCCX etc to Amazon Connect
Identify opportunities for Automation GenAI and Conversational AI Amazon Lex Amazon Q Contact Lens Amazon Bedrock integrations
Define targetstate architecture covering IVR flows omnichannel routing agent workspace WFM analytics and CRM integrations Salesforce ServiceNow Dynamics etc
Develop a phased implementation roadmap with effort estimates risks and dependencies
Contribute to solution proposals BoMs and customerfacing presentations
Participate in daily standups and customerfacing discussions as required

Required Skills Experience

6-10 years of overall experience in contact center CX domain with 3 years handson with Amazon Connect
Strong understanding of Amazon Connect core services Contact Flows Routing Profiles Queues Quick Connects Tasks Customer Profiles Voice ID Contact Lens
Handson experience with Amazon Lex V2 Lambda Kinesis DynamoDB S3 CloudWatch Pinpoint and Amazon Q in Connect
Experience integrating Amazon Connect with CRMs Salesforce Service Cloud ServiceNow MS Dynamics and WFM tools NICE Verint Calabrio
Knowledge of telephony concepts SIP DIDTollfree SBCs number porting
Exposure to GenAI Conversational AI use cases in contact centers agent assist call summarization sentiment analysis selfservice automation
Familiarity with AWS security IAM VPC and compliance frameworks HIPAA PCIDSS GDPR
Strong consultative workshop facilitation and customerengagement skills

Preferred Good to Have

AWS Certified Solutions Architect AssociateProfessional or Amazon Connect specialty experience
Prior experience in discovery advisory engagements and roadmap creation
Experience in Real Estate Facilities Management industry customer context is a plus
Exposure to CCaaS migration programs from legacy platforms to Amazon Connect
Deliverables Discovery Phase
Currentstate assessment document
Opportunity usecase catalog Automation AI
Targetstate architecture solution blueprint
Phased implementation roadmap with effort cost estimates
Executive readout deck for customer stakeholders

Mandatory Skills : Amazon WorkSpaces End User Computing

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: 90943872
Position Id: 2026-43873
Posted 1 day ago

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Amazon Connect SME || Dallas, TX

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