AWS Connect SME

Job Description:

Role Overview

We are seeking an experienced AWS Connect Subject Matter Expert SME to support a strategic discovery and transformation engagement for the customer The SME will partner closely with the Architect to assess the customers existing contact center landscape identify automation and AIled opportunities and codevelop a comprehensive implementation roadmap leveraging Amazon Connect and the broader AWS AIML ecosystem

Key Responsibilities

• Collaborate with the Architect and customer stakeholders to understand the current contact center CX landscape telephony stack integrations and pain points
• Conduct discovery workshops to capture functional and nonfunctional requirements
• Assess feasibility of migratingmodernizing legacy contact center platforms Avaya Genesys Cisco UCCEUCCX etc to Amazon Connect
• Identify opportunities for Automation GenAI and Conversational AI Amazon Lex Amazon Q Contact Lens Amazon Bedrock integrations
• Define targetstate architecture covering IVR flows omnichannel routing agent workspace WFM analytics and CRM integrations Salesforce ServiceNow Dynamics etc
• Develop a phased implementation roadmap with effort estimates risks and dependencies
• Contribute to solution proposals BoMs and customerfacing presentations
• Participate in daily standups and customerfacing discussions as required

Required Skills Experience

• 6-10 years of overall experience in contact center CX domain with 3 years handson with Amazon Connect
• Strong understanding of Amazon Connect core services Contact Flows Routing Profiles Queues Quick Connects Tasks Customer Profiles Voice ID Contact Lens
• Handson experience with Amazon Lex V2 Lambda Kinesis DynamoDB S3 CloudWatch Pinpoint and Amazon Q in Connect
• Experience integrating Amazon Connect with CRMs Salesforce Service Cloud ServiceNow MS Dynamics and WFM tools NICE Verint Calabrio
• Knowledge of telephony concepts SIP DIDTollfree SBCs number porting
• Exposure to GenAI Conversational AI use cases in contact centers agent assist call summarization sentiment analysis selfservice automation
• Familiarity with AWS security IAM VPC and compliance frameworks HIPAA PCIDSS GDPR
• Strong consultative workshop facilitation and customerengagement skills

Preferred Good to Have

• AWS Certified Solutions Architect AssociateProfessional or Amazon Connect specialty experience
• Prior experience in discovery advisory engagements and roadmap creation
• Experience in Real Estate Facilities Management industry customer context is a plus
• Exposure to CCaaS migration programs from legacy platforms to Amazon Connect

Deliverables Discovery Phase

• Current state assessment document
• Opportunity use case catalog Automation AI
• Target state architecture solution blueprint
• Phased implementation roadmap with effort cost estimates
• Executive readout deck for customer stakeholders