2 months ago
Amazon Connect CX and Platform Specialist, Senior Consultant (AWS)
Vacancy from Hirify Global, list of international tech companiesPlus is required to make matches and apply
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Job description
Text:
TL;DR
Amazon Connect CX and Platform Specialist, Senior Consultant (AWS): Designing and configuring AI-enabled contact center experiences with an accent on Amazon Connect flows, Lex orchestration, and omnichannel journeys. Focus on integrating conversational AI, optimizing agent workspaces, and ensuring seamless external system connectivity.
Location: Remote (Must be based in the US)
Company
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.
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