Amazon Connect Solutions Consultant

Amazon Connect Solutions Consultant

Department: Operations

Employment Type: Permanent - Full Time

Location: London

Reporting To: Michael Sherlock

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Amazon Connect Solutions Consultant .

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

The Amazon Connect Solutions Consultant is responsible for designing, developing, implementing, and supporting cloud-based contact centre solutions using Amazon Connect and the wider AWS platform. The role focuses on delivering seamless customer and agent experiences through the development of intelligent contact flows, integrations, automation, reporting capabilities, and omnichannel communication solutions.

Working closely with solution architects, business analysts, operations teams, and Sabio client stakeholders, the Amazon Connect Solutions Consultant transforms business requirements into scalable, secure, and resilient contact centre applications that improve customer engagement and operational efficiency.

The Amazon Connect Solutions Consultant will act as a technical lead within our Amazon Service Practice, providing leadership, direction, guidance and mentoring to other Amazon Connect Specialists. The Amazon Connect Solutions Consultant will also be the technical authority for approval solution designs and deployment approaches,

• 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 (Salesforce, Microsoft Dynamics, Service Now)
• Workforce Management solutions
• Knowledge Management platforms
• Payment gateways
• Third-party telephony services
• 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.
• Support omnichannel engagement strategies.

• Apply AWS security best practices.
• Implement IAM permissions and role-based access controls.
• Support…