Amazon Connect Consultant

Overview

Join to apply for the Amazon Connect Consultant role didates can live within commutable distance to any Slalom office in the US. We have a hybrid and flexible environment.

• Provide Amazon Connect technical and functional expertise to sales teams, project teams, and customers.
• Participate and support business development discussions and opportunities to help identify the needs of Slalom customers, with the ability to architect and recommend optimal solutions to solve those needs.
• Lead the implementation of Contact Center Transformation solutions that meet business requirements, leveraging Amazon Connect and other AWS services.
• Develop implementation estimates and plans for all phases of the delivery lifecycle, including development, testing, training, deployment, and post-production support.
• Support the development of Amazon Connect case studies, demos, and training materials.
• Oversee preparation of technical documentation, including architecture diagrams, deployment guides, and user manuals.
• Lead training and support to client teams as needed.
• Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities.
• Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives.

• Experience in designing, implementing, and supporting complex contact center solutions, with extensive hands-on experience with Amazon Connect, AWS services (e.g., Lex, Lambda, S3, Dynamo
  
  DB, Cloud Formation), and related technologies.
• 3+ years of consulting experience, and/or equivalent experience working with stakeholders to understand and achieve business goals.
• Strong understanding of contact center concepts and technologies, such as IVR, ACD, call routing, quality and workforce management.
• Subject matter expertise of common service metrics and how to assist customers in understanding the importance of/defining their own KPIs
• Excellent problem-solving skills and ability to troubleshoot complex technical issues.
• Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences.
• Active AWS certifications or ability to achieve relevant certifications upon hire.
• Proficiency in programming/scripting languages, such as Python, JavaScript, or Java.
• Familiarity with Salesforce Service Cloud and/or Service Now.
• Excellent business and interpersonal skills that can be used to step into any industry and support the identification of real business needs.
• Experience in leading and/or supporting conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents).
• Strong oral and written communication skills; including, presenting, meeting facilitation, and problem-solving skills.
• Capable of leading and/or supporting workshops or meetings virtually or in person.
• Skilled at being a team player with experience on large scale/enterprise implementations with multiple work streams.

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value.

At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer…