AWS Connect SME

We are seeking an experienced AWS Connect Subject Matter Expert (SME) to support a strategic contact center transformation initiative. The SME will work closely with solution architects and customer stakeholders to assess the existing contact center ecosystem, identify modernization opportunities, and develop a roadmap leveraging Amazon Connect and AWS AI/ML services.

• Collaborate with architects and stakeholders to assess current contact center infrastructure, telephony platforms, integrations, and operational challenges.
• Conduct discovery workshops to gather functional and non-functional requirements.
• Evaluate modernization and migration strategies from legacy contact center platforms such as:
• Avaya

• IVR Flows
• Agent Workspace
• Workforce Management (WFM)
• Analytics & Reporting
• CRM Integrations
• Identify opportunities for:
• Conversational AI
• Automation
• Agent Assist
• Call Summarization
• Sentiment Analysis
• Self-Service Solutions
• Recommend integrations with:
• Amazon Lex
• Amazon Q
• Amazon Bedrock

• Develop phased implementation roadmaps including:
• Contribute to solution proposals, BOMs, and executive presentations.
• Participate in customer meetings, workshops, and project standups.

• 3+ years hands‑on Amazon Connect experience.
• Strong expertise in:
• Contact Flows
• Routing Profiles
• Quick Connects
• Tasks
• Customer Profiles
• Voice

• Amazon Lex V2
• AWS Lambda
• Kinesis
• DynamoDB
• Amazon S3
• Cloud Watch
• Amazon Pinpoint
• Amazon Q
• Amazon Bedrock

• Salesforce Service Cloud
• Service Now
• Microsoft Dynamics

• NICE
• Verint
• Calabrio

• SIP
• DID / Toll-Free Services
• SBCs
• Number Porting
• Contact Center Operations

• AWS IAM
• VPC
• HIPAA
• PCI-DSS
• GDPR

• AWS Certified Solutions Architect (Associate/Professional)
• Amazon Connect Certifications or Specialty Experience
• Experience with discovery and advisory engagements
• Experience with CCaaS migrations to Amazon Connect
• Real Estate / Facilities Management industry experience is a plus

• Current State Assessment Document
• AI & Automation Opportunity Catalog
• Phased Implementation Roadmap
• Executive Stakeholder Presentation

• Amazon Connect

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
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