Amazon Connect CX and Platform Specialist, Senior Consultant (AWS)

Location: Remote (Must be based in the US)

Company

hirify.global is a recognized AWS Partner Practice specializing in delivering high-scale, AI-driven customer experience solutions.

What you will do

• Design and configure Amazon Connect contact flows, including self-service IVR, routing logic, and escalation patterns.
• Build NLU-based AI experiences using Amazon Lex orchestration and intent routing.
• Implement omnichannel customer journeys across voice and chat with seamless handoffs to live agents.
• Optimize Agent Workspace capabilities, including Amazon Q in Connect and real-time knowledge suggestions.
• Configure Contact Lens for transcription, sentiment analysis, and after-call work automation.
• Integrate Amazon Connect with external systems using SaaS APIs, CRMs, and data lake patterns.

Requirements

• Hands-on experience with Amazon Connect, including Contact Flows, Agent Workspace, and Contact Lens.
• Proven track record of building self-service IVR and AI-integrated customer journeys.
• Experience with Amazon Lex or similar NLU/intent-routing patterns in a contact center context.
• Ability to translate high-level business requirements into practical platform designs.
• Must be based in the US.

Nice to have

• Experience with Connect AI Agents, Amazon Q in Connect, NLX, or ACXD.
• Background in financial services, healthcare, or the public sector.
• Experience with bilingual or multilingual journey design.
• Knowledge of data lake configuration and contact center analytics.

Culture & Benefits

• Full remote work arrangement within the US.
• Opportunity to work in a best-in-class AWS Partner Practice with a massive track record of successful launches.
• Employee-first culture focused on coaching and professional growth.