Amazon Connect Consultant
We are seeking a consultant with Amazon Connect experience to help with our contact center implementations
Duration: ad-hoc consulting hours and/or fixed price
Key Responsibilities:
- Solution Design: Lead the design and architecture of Amazon Connect solutions, including integration with other AWS services such as Lambda, Lex, S3, DynamoDB, and third-party systems.
- Training: Train client call center reps on new Amazon technology
- Implementation: Oversee the deployment and configuration of Amazon Connect instances, including setting up contact flows, routing profiles, and agent workspaces.
- Customization: Develop custom IVR solutions, integrate AI/ML capabilities like chatbots using Amazon Lex, and implement call recording and analytics features.
- Client Engagement: Work closely with clients to understand their business requirements, translate these into technical specifications, and provide expert guidance throughout the project lifecycle.
- Integration: Design and implement seamless integrations between Amazon Connect and CRM systems, workforce management tools, and other enterprise systems.
- Security and Compliance: Ensure that all solutions comply with industry security standards and regulations, including data encryption, secure access, and privacy considerations.
Requirements:
- Experience: Minimum of 5 years of experience in cloud solution architecture with a focus on Amazon Connect and AWS services.
- Certifications: AWS Certified Solutions Architect – Professional or AWS Certified Advanced Networking – Specialty is preferred.
- Technical Expertise: Proficiency in AWS services such as Lambda, S3, DynamoDB, Lex, and Kinesis, with hands-on experience in deploying Amazon Connect.
- Programming Skills: Strong skills in Python, Node.js, or Java, with experience in developing serverless applications.
- Integration Experience: Experience integrating Amazon Connect with CRM platforms (e.g., Salesforce, Zendesk), workforce management systems, and other enterprise applications.