Amazon Connect Senior Consultant, Technical Transformation

Position Summary Amazon Connect Senior Consultant, Technical TransformationOur Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforceRecruiting for this role ends on December 31, 2026.Work you'll doAs an Amazon Connect technical Senior Consultant, you’ll be a hands-on contributor and workstream lead for designing, configuring, and building Amazon Connect contact center capabilities. You’ll translate requirements into contact flows and integrations, partner closely with client stakeholders and project leadership, and help coordinate day-to-day delivery with onshore/offshore developers. You’ll apply AWS best practices to produce secure, reliable solutions and support testing, releases, and early-life stabilization. Key responsibilities include:Design and build Amazon Connect solutions (contact flows, routing/queues, IVR, prompts, hours/holiday logic)Develop integrations using AWS services (e.g., Lambda, API Gateway, DynamoDB/S3, Lex) and enterprise systems (CRM/ITSM)Own technical tasks from design through deployment (estimates, stories, documentation, unit testing)Support sprint execution by managing dependencies and unblocking development across teamsContribute to quality via code reviews, standards, monitoring/logging, and defect triageTroubleshoot production issues and support release cutovers and post-go-live stabilizationProvide day-to-day client-facing technical guidance; contribute to proposals/solutioning as neededA successful candidate would possess these skills: Ability to work independently and collaborate as part of a team Effective written and verbal communication skills Meticulous attention to detail and quality of work product Ability to build and sustain professional relationship Ability to lead projects or workstreams Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment Strong interpersonal skills and professional demeanor Ability to meet deadlines Ability to provide clear guidance to othersThe teamOur Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.QualificationsRequired Minimum 6+ years of overall experience in IT/software delivery, including 3+ years delivering enterprise contact center or cloud solutions end-to-end3+ years of hands-on Amazon Connect implementation experience (contact flows, routing/queues, IVR, integrations, testing and cutover)2+ years leading a technical workstream or small delivery team (onshore/offshore) with accountability for scope, quality, and timelinesBachelor’s degree in Computer Science, Engineering, or equivalent work experienceAbility to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serveLimited immigration sponsorship may be availablePreferredExperience leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, SreviceNow, Oracle, or SAP.Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, work force management, and artificial intelligence in customer serviceAmazon Connect Chat and/or Tasks, outbound campaigns, and integration with CRM/ITSM platformsExperience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)Telephony/SIP and contact center migration experienceAWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect–specific trainingStrong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,700 to $218,300.You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.#Customer_US#SS_US Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at View email address on click.appcast.io. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 352905 Job ID 352905 Package and Technology Enablement | Package Integration and DevelopmentSame job available in 45 locations