Amazon Connect Techno-Functional Consultant

Job Description

Job Description

Job Overview:

Pay Range: $55.00hr - $60.00hr

Requirement/Must Have:

• 12+ years of experience required.
• Strong expertise in Amazon Connect architecture, strategy, and integrations.
• Experience gathering and translating business requirements into technical solutions.
• Proficiency in configuring and optimizing contact flows, routing strategies, and call handling processes.
• Experience leading integrations with CRM, workforce management, and third-party systems.
• Knowledge of platform governance, release management, and change implementation activities.
• Ability to conduct impact assessments and recommend process improvements.
• Experience in troubleshooting, root cause analysis, and issue resolution.
• Ability to develop documentation, training materials, and operational best practices.

Responsibilities:

• Define and drive Amazon Connect architecture, strategy, integrations, and platform modernization initiatives to achieve business and customer experience objectives.
• Serve as the primary functional and technical SME for Amazon Connect platform operations.
• Define platform strategy, enhancements, and business-aligned transformation initiatives.
• Gather and translate business requirements into technical solutions.
• Configure and optimize contact flows, routing strategies, and call handling processes.
• Lead integrations with CRM, workforce management, and third-party systems.
• Collaborate with business stakeholders to improve customer and agent experiences.
• Drive platform governance, release management, and change implementation activities.
• Conduct impact assessments and recommend process improvements.
• Support troubleshooting, root cause analysis, and issue resolution.
• Develop documentation, training materials, and operational best practices.

Skills:

• Amazon Connect.
• Contact Flows.
• AWS Services.
• Business Analysis.
• Integration Design.
• Stakeholder Management.
• Amazon Connect architecture.

Qualification And Education:

• 12+ years of professional experience.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.