1 day ago

Delivery Consultant - Amazon Connect, AWS Professional Services

Amazon Web Services (AWS)

Perth

1 day ago

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The AWS Professional Services team is seeking an Amazon Connect Specialist Consultant to design, implement, and deliver Amazon Connect solutions for customers. The role involves migrating legacy contact centers, leading discovery workshops, and producing functional documentation. Requires 7+ years of consulting experience and hands-on contact center expertise.

AI-enabledHybridFull-timeSeniorAmazon ConnectAmazon Lex

Delivery Consultant - Amazon Connect, AWS Professional Services

Apply

AI-enabledHybridFull-timeSeniorAmazon Connect

Salary

Not specified

Work Location

Perth, Western Australia, Australia, AU

Work Model

Hybrid

Experience Required

7 years

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

Amazon ConnectAmazon LexAWSContact LensTranscribeComprehendTranslateSageMakerLambdaDynamoDBGenesysAvayaIVRACDWorkforce Management

Soft Skills

CommunicationMentoringCollaborationCuriosityProblem Solving

Preferred Qualifications

Technical (Nice-to-have)

PythonJavaScriptJavaSalesforceServiceNowCalabrioVerintNICEBPMNAWS CertificationPCI DSSHIPAAIP NetworkingVPNDNSLoad BalancingFirewalls

Key Responsibilities

•Lead discovery workshops with customer stakeholders to capture functional contact center requirements
•Document current-state contact center behavior from on-prem platforms including call flows, IVR menus, routing logic, queues, prompts, business hours, and escalation paths
•Design and document future-state call flows, agent experience, and customer journeys mapped to Amazon Connect capabilities
•Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes, and disposition handling
•Produce clear functional specifications, process maps, and requirements traceability
•Capture agent desktop, CCP, and supervisor experience requirements
•Validate functional designs with stakeholders and manage sign-off before build
•Design and implement scalable, secure Amazon Connect solutions
•Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services
•Translate documented functional designs into working Connect contact flows, Lex bots, and Lambda integrations
•Lead technical and design discussions with IT stakeholders
•Manage the migration and adaptation of existing enterprise contact centers from Genesys, Avaya, and other legacy platforms into Amazon Connect
•Map on-prem platform features and configurations to equivalent or improved Amazon Connect functionality
•Define migration approach, cutover planning, and parallel-run strategies
•Set up and configure AWS services in line with best practices
•Create and apply frameworks, methods, best practices, and reusable artifacts
•Share knowledge through mentoring, training, and creating reusable artifacts
•Collaborate with AWS product teams to share customer insights and identify feature gaps

Amazon ConnectAWS Professional ServicesConsultingContact CenterMigrationCloudFull-timeHybridSeniorAustralia

Key Responsibilities

•Lead discovery workshops with customer stakeholders to capture functional contact center requirements

•Document current-state contact center behavior from on-prem platforms including call flows, IVR menus, routing logic, queues, prompts, business hours, and escalation paths

•Design and document future-state call flows, agent experience, and customer journeys mapped to Amazon Connect capabilities

•Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes, and disposition handling

•Produce clear functional specifications, process maps, and requirements traceability

•Capture agent desktop, CCP, and supervisor experience requirements

•Validate functional designs with stakeholders and manage sign-off before build

•Design and implement scalable, secure Amazon Connect solutions

•Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services

•Translate documented functional designs into working Connect contact flows, Lex bots, and Lambda integrations

•Lead technical and design discussions with IT stakeholders

•Manage the migration and adaptation of existing enterprise contact centers from Genesys, Avaya, and other legacy platforms into Amazon Connect

•Map on-prem platform features and configurations to equivalent or improved Amazon Connect functionality

•Define migration approach, cutover planning, and parallel-run strategies

•Set up and configure AWS services in line with best practices

•Create and apply frameworks, methods, best practices, and reusable artifacts

•Share knowledge through mentoring, training, and creating reusable artifacts

•Collaborate with AWS product teams to share customer insights and identify feature gaps