Amazon Connect CX and Platform Specialist, Senior Consultant

📋 Description

• Design and configure Amazon Connect contact flows, including self-service IVR, authentication
• Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent
• Implement omnichannel customer experiences across voice and chat, including channel-specific
• Configure and optimize Amazon Connect Agent Workspace capabilities, including screen pops, Amazon Q
• Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword
• Support operational CCaaS design and implementation, including queue management, routing profiles

🎯 Requirements

• Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens
• Experience building self-service IVR flows and AI-integrated customer journeys in Amazon Connect.
• Experience with Amazon Lex or comparable NLU/intent-routing patterns in a contact center
• Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs
• Understanding of operational CCaaS concepts such as queue management, routing strategy, agent
• Ability to work from incomplete or high-level business requirements and translate them into

🎁 Benefits

• Medical, dental, vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off