Business Process Designer (Conversational AI / Amazon Connect) Remote
Job Title: Business & Technology Integration Business Process Designer
Duration: 11/16/2026 02/28/2027
Work Location: Boston, MA (100% Remote)
Client Location: Hartford, CT
W2 Only
Visa :,,,EAD
Career Level: CL08
Position Overview
We are seeking an experienced Business Process Designer with strong expertise in Conversational AI, Amazon Connect, Customer Experience (CX) Design, and Business Process Analysis. This role is focused on leading CX design initiatives for Amazon Connect implementations, driving business process transformation, and designing conversational AI solutions. The ideal candidate will act as the primary liaison between business stakeholders and technical teams, translating business requirements into scalable contact center solutions.
This is a consulting and design-focused role, not an application development position.
Mandatory Requirements
- Bachelor's degree or equivalent professional experience.
- Healthcare industry experience is required.
- 6+ years of experience in:
- Conversational AI Design
- Business Process Analysis
- Business Process Design
- Process Mapping & Optimization
- Experience with business process analysis and modeling tools.
- 2+ years of hands-on CCaaS implementation experience.
- Experience with Amazon Connect preferred; Cisco, Genesys, or NICE also considered.
- AWS Associate Certification (minimum requirement).
Required Technical Skills
Amazon Connect
- Contact Flow Design
- Transfer Flows
- Whisper Flows
- Queue Configuration
- Routing Profiles
- IVR Design & Optimization
Conversational AI
- Amazon Lex v2
- Intent Architecture
- Slot Design
- Fallback Handling
- Conversation Containment Strategies
- Conversational Experience Design
Contact Center Technologies
- CCaaS Platforms
- Call Routing Design
- Telephony Fundamentals
- SIP
- PSTN
- Toll-Free Routing
- Number Management
Business Process & CX Design
- Process Discovery Workshops
- Current-State/Future-State Analysis
- Business Requirements Gathering
- Process Mapping
- Customer Journey Design
- Process Optimization
Key Responsibilities
- Lead CX design and business process consulting engagements for Amazon Connect implementations.
- Facilitate stakeholder workshops and gather business requirements.
- Translate business requirements into contact flow specifications, routing logic, and queue designs.
- Design and configure:
- Contact Flows
- Whisper Flows
- Transfer Flows
- IVR Trees
- Routing Profiles
- Design conversational AI experiences using Amazon Lex v2.
- Configure Amazon Q in Connect, Contact Lens, and Agent Assist capabilities.
- Define integration requirements for CRM, WFM, and CTI platforms.
- Collaborate with development teams on Lambda and API-based integrations.
- Create process documentation, design artifacts, and solution blueprints.
- Utilize AI tools such as Claude, Kiro, and GitHub Copilot to accelerate design and documentation activities.
Preferred Skills
- Enterprise-scale Amazon Connect implementations.
- Experience with:
- Contact Lens
- Amazon Connect APIs
- Amazon Q in Connect
- CRM Integration:
- Salesforce
- ServiceNow
- Microsoft Dynamics
- Workforce Management Tools:
- Basic scripting experience:
- Python
- JavaScript
- Node.js
Certifications
Required
- AWS Certified Solutions Architect Associate OR AWS Associate Certification
- AWS Certified Cloud Practitioner
Preferred
- Amazon Connect Badge
- Amazon Connect Specialty Certifications
Additional Information
- Fully Remote Opportunity
- Candidates do not need to be local to Boston.
- No travel required.
- No vaccination mandate.
- No expense reimbursement anticipated.
- Extension possibility: Not specified.
Must-Have Keywords
Amazon Connect, Lex v2, Conversational AI, Contact Flows, IVR, Routing Profiles, Contact Lens, Amazon Q, Business Process Design, Process Mapping, CX Design, CCaaS, AWS Certification, Healthcare, Salesforce, ServiceNow, Dynamics 365, Verint, Calabrio, SIP, PSTN, Telephony.
Navnish kumar
Sr. IT Technical Recruiter
Stellent IT Phone:
Email: navnish
Gtalk: navnishom
