Technical Associate - CCaaS & AI - Amazon Connect

Location:

Toronto, Ontario

Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting‑edge solutions rooted in integrity, accountability, and technical excellence. As an ambassador for the firm, you will play a pivotal role in ensuring clients and partners receive world‑class service through transformative communication technologies.

We are seeking a Functional Lead to own the functional workstream for Contact Center as a Service (CCaaS) and Agentic AI initiatives, specifically within an Amazon Connect practice. You will act as the bridge between business objectives and technical execution. Your mission is to translate complex CX (Customer Experience) goals into clear requirements, elegant user journeys, and prioritized use cases. This is a high‑impact role requiring a blend of strategic solution shaping and hands‑on functional analysis to ensure business‑led, value‑driven delivery.

This position is 100% remote

• Functional Ownership:
  Lead the functional workstream for Amazon Connect deployments, overseeing the end‑to‑end lifecycle from discovery to go‑live.
• CX & Journey Mapping:
  Design and document sophisticated customer journeys, IVR/IVA flows, and agent desktop experiences that leverage Agentic AI and automation.
• Requirements Engineering:
  Translate high‑level business goals into detailed functional specifications, user stories, and acceptance criteria for technical teams.
• Stakeholder Alignment:
  Act as the primary liaison between business leaders, CX designers, and technical architects to ensure the solution aligns with the client’s strategic vision.
• Value‑Driven Delivery:
  Partner with delivery and architecture teams to prioritize the product backlog based on business value, technical feasibility, and ROI.
• Functional Analysis:
  Conduct gap analysis and process mapping to identify opportunities for AI‑driven optimizations within the contact center ecosystem.

• Amazon Connect Expertise:
  Proven experience leading functional work streams for Amazon Connect (CCaaS) implementations, including Contact Flows, Lex integration, and reporting.
• AI & Automation Literacy:
  Strong understanding of Agentic AI, GenAI, and Natural Language Understanding (NLU) as applied to customer service environments.
• CX Strategy:
  Deep experience in journey mapping and designing omnichannel customer experiences (Voice, Chat, SMS, Email).
• Functional Leadership:
  Demonstrated ability to lead requirements gathering workshops and manage complex stakeholder environments.
• Technical Literacy:
  While this is a functional role, you must be able to converse fluently with developers and architects regarding AWS ecosystems and API integrations.
• Agile Proficiency:
  Expert at writing high‑quality user stories and managing backlogs within Jira, ADO, or similar tools.