Solutions Consultant Job Cape Town area,South Africa,IT/Tech

Design, build, and maintain Amazon Connect contact centre solutions
Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences
Develop inbound, outbound, callback, chatbot, webchat, email, and messaging solutions
Configure and support Contact Lens, Wisdom, Tasks, Cases, and Customer Profiles capabilities
Implement contact centre automation and self-service solutions
Develop integrations between Amazon Connect and enterprise systems including CRM platforms, Workforce Management solutions, Knowledge Management platforms, payment gateways, third-party telephony services, and AI and conversational platforms
Implement CTI and screen-pop functionality where required
Implement conversational AI and virtual assistant integrations
Develop intelligent routing and customer segmentation solutions
Enhance customer self-service capabilities and support omnichannel engagement strategies
Apply AWS security best practices and implement IAM permissions and role-based access controls
Support data protection and compliance requirements; maintain encryption, auditing, and logging standards
Troubleshoot and resolve application and platform issues
Conduct root cause analysis for major incidents
Perform upgrades, enhancements, and optimization activities
Produce technical documentation and support knowledge transfer activities
Act as a technical lead for development work streams, providing direction and guidance to development teams
Mentor and coach junior and mid-level specialists in Amazon Connect, AWS services, and Dev Ops practices
Perform peer reviews of solution designs and deployment approaches
Drive technical excellence through best practices, development standards, and automation frameworks
Support resource development, career progression, and succession planning within the Amazon Connect practice
Champion continuous improvement and contribute to organizational cloud and contact centre expertise

Requirements

Extensive experience with Amazon Connect
Extensive experience with AWS services, including Lambda, Cloud Watch, API Gateway, DynamoDB, IAM, and S3
Extensive experience with contact center standards and systems
Strong understanding of CCaaS platforms and customer experience solutions
Extensive experience in consultative business transformation projects across customer Contact Centre solutions
All applicants must have the right to work in the territory to which the role relates (UK & EU)
Sabio Group are unable to offer sponsorship on any roles advertised

Core Competencies

Demonstrates extensive experience in designing and implementing Amazon Connect contact center solutions, integrating AWS services, and enhancing customer experience through automation and self-service capabilities. Proven ability to lead technical teams, mentor specialists, and drive continuous improvement in cloud and contact center practices.

Highest-signal resume keywords

Amazon Connect Expertise
AWS Services Proficiency
Contact Center Standards Knowledge
Consultative Business Transformation Experience
Technical Leadership

Hard Skills

Amazon Connect
AWS Lambda
AWS Cloud Watch
API Gateway
DynamoDB
IAM
S3
Contact Center Automation
Conversational AI Integration
Intelligent Routing

Soft Skills

Mentoring
Coaching
Technical Documentation
Root Cause Analysis
Continuous Improvement

Industry Keywords

CCaaS Platforms
Customer Experience Solutions
Data Protection
Compliance Requirements
Omnichannel Engagement

Tools & Technologies

CRM Platforms
Workforce Management Solutions
Knowledge Management Platforms
Payment Gateways
Third-Party Telephony Services
AI Platforms
Conversational Platforms