We are looking for a highly skilled Amazon Connect Consultant who excels in designing, implementing, and optimizing end-to-end Amazon Connect solutions. In this role, you will architect modern, cloud-based contact center platforms, integrate advanced AWS services, and enable intelligent automation using AWS Generative AI. If you have deep contact center expertise, strong integration skills, and a passion for innovation - this role is for you.

Key Responsibilities 

• Lead Amazon Connect Solution Design: 
• Design scalable, secure, and resilient Amazon Connect architectures tailored to client business and operational needs. 
• Define end-to-end customer journeys, IVR flows, and contact routing logic. 
• Development & Customization: 
• Build and customize contact flows using AWS Lambda, Amazon Lex, Contact Flow modules, and AWS SDK. 
• Develop integrations with CRMs (e.g., Salesforce, Dynamics), ticketing systems, and backend databases. 
• AI/ML & Gen AI Integration: 
• Implement AWS Generative AI services (e.g., Amazon Bedrock, Amazon Lex, Amazon Kendra, and Amazon Q) to enhance contact center automation, knowledge search, and agent assist solutions. 
• Enable AI-driven use cases like intelligent chatbots, voicebots, real-time transcription, and summarization. 
• Migration & Transformation: 
• Lead or support migration from legacy on-premises call center solutions (e.g., Avaya, Genesys, Cisco) to Amazon Connect. 
• Conduct gap analysis and develop phased transformation roadmaps. 
• Solution Architecture & Documentation: 
• Develop technical design documents, solution blueprints, and operational runbooks. 
• Support pre-sales engagements including solution scoping, proposals, and RFP responses. 
• Stakeholder Collaboration: 
• Work closely with cross-functional teams including developers, product managers, infrastructure engineers, and business analysts. 
• Act as technical advisor to clients and internal teams on best practices and evolving trends in contact center technologies.