Amazon Connect CX and Platform Specialist, Senior Consultant

What you'll be doing:

Design and configure Amazon Connect contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns.

Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent routing, confidence-driven escalation, and Amazon Lex orchestration within Amazon Connect.

Implement omnichannel customer experiences across voice and chat, including channel-specific response design and seamless handoff to live agents.

Configure and optimize Amazon Connect Agent Workspace capabilities, including screen pops, Amazon Q in Connect, real-time knowledge suggestions, and agent-assist context passed from customer interactions.

Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation where appropriate for the client solution.

Support operational CCaaS design and implementation, including queue management, routing profiles, supervisor tooling, real-time reports, historical reporting, and agent or queue performance metrics.

Integrate Amazon Connect with external systems using SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns needed to support reporting and operational visibility.

Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure platform build, customer journeys, AI integrations, and operational reporting align to the solution design.

Skills and experience you bring:

Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens, reporting, queue configuration, routing, and supervisor capabilities.

Experience building self-service IVR flows and AI-integrated customer journeys in Amazon Connect.

Experience with Amazon Lex or comparable NLU/intent-routing patterns in a contact center environment.

Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs, and external analytics platforms.

Understanding of operational CCaaS concepts such as queue management, routing strategy, agent performance metrics, supervisor workflows, escalation paths, and reporting.

Ability to work from incomplete or high-level business requirements and translate them into practical Amazon Connect platform designs and implementation tasks.

Functional understanding of agile delivery methods and experience collaborating with project managers, business analysts, developers, architects, and client stakeholders.

Comfort working where traditional CCaaS capabilities intersect with AI-driven customer and agent experiences.

Preferred experience:

Experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities.

Experience in financial services, healthcare, public sector, or another regulated industry.

Experience with bilingual or multilingual journey design.

Experience with data lake configuration, contact center analytics, or external reporting integrations.

Experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.