Senior Consultant Cloud Services - AWS Connect

We are seeking a highly skilled Amazon Connect Consultantwith hands-on experience in designing and implementing end-to-end Amazon Connect solutions. The ideal candidate will have a deep understanding of call center operations, including on-premises telephony platforms, and possess the ability to architect and integrate Amazon Connect with third-party systems, CRMs, and AWS Generative AI services. You will play a key role in transforming customer engagement using AWS Cloud technologies and intelligent automation.

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 & GenAI 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.

Job Requirements

• Overall expereince - 12 - 15yrs with 5+ years of experience in cloud-based contact center platforms ,3+ years specifically in

  Amazon Connect

  implementations.
• Strong knowledge of call center operations, KPIs, and contact center technologies (IVR, CTI, ACD, WFM).
• Proficiency in AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, IAM, and Step Functions.
• Experience with

  AWS Generative AI services

  (Bedrock, Lex, Kendra, Q, Comprehend, etc.) and real-time AI integrations in contact centers.
• Familiarity with contact center CRMs, third-party integrations, and API-based automation.
• Understanding of security and compliance in cloud deployments (PCI, HIPAA, etc.).
• Experience in migrating from on-prem solutions like Avaya, Genesys, or Cisco to Amazon Connect.
• Ability to write and understand code (Node.js, Python, or Java) for Lambda functions and integrations.
• AWS Certification Solutions Architect Associate or Professional; Amazon Connect Specialization a plus
• Familiarity with DevOps tools (CI/CD pipelines, CloudFormation/Terraform, CodePipeline).
• Experience in contact center analytics and reporting (e.g., Connect Contact Lens, AWS Quicksight).
• Knowledge of global telephony and network connectivity (SIP, PSTN, SBC, carrier routing).
• Prior consulting or system integrator experience is a strong plus
• Strong communication and stakeholder engagement skills.
• Ability to lead technical discussions with both technical and non-technical audiences.
• Solution-oriented mindset with a focus on business outcomes.
• Passion for innovation and leveraging emerging technologies

Company description

SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and handle everything in the cloud. By helping clients to migrate and modernize their workloads and applications and in parallel, to navigate and optimize the resulting software and cloud changes SoftwareOne unlocks the value of technology. The company's 9,300 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 60 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en