AWS Connect SME

AWS Connect SME

Location: Dallas, TX (Hybrid / Onsite)

Role: AWS Connect SME

Role Overview

We are seeking an experienced AWS Connect Subject Matter Expert (SME) to support a strategic contact center transformation initiative. The SME will work closely with solution architects and customer stakeholders to assess the existing contact center ecosystem, identify modernization opportunities, and develop a roadmap leveraging Amazon Connect and AWS AI/ML services.

Key Responsibilities

Discovery & Assessment

• Collaborate with architects and stakeholders to assess current contact center infrastructure, telephony platforms, integrations, and operational challenges.
• Conduct discovery workshops to gather functional and non-functional requirements.
• Evaluate modernization and migration strategies from legacy contact center platforms such as:
• Avaya
• Genesys
• Cisco UCCE/UCCX

Amazon Connect Solution Design

• Define target-state contact center architecture using Amazon Connect.
• Design solutions covering:
• IVR Flows
• Omnichannel Routing
• Agent Workspace
• Workforce Management (WFM)
• Analytics & Reporting
• CRM Integrations

AI & Automation Strategy

• Identify opportunities for:
• Conversational AI
• Automation
• Agent Assist
• Call Summarization
• Sentiment Analysis
• Self-Service Solutions
• Recommend integrations with:
• Amazon Lex
• Amazon Q
• Amazon Bedrock
• Contact Lens

Roadmap & Stakeholder Management

• Develop phased implementation roadmaps including:
• Effort Estimates
• Risks & Dependencies
• Cost Estimates
• Contribute to solution proposals, BOMs, and executive presentations.
• Participate in customer meetings, workshops, and project standups.

Required Skills

Amazon Connect

• 3+ years hands-on Amazon Connect experience.
• Strong expertise in:
• Contact Flows
• Routing Profiles
• Queues
• Quick Connects
• Tasks
• Customer Profiles
• Voice ID
• Contact Lens

AWS Services

• Amazon Lex V2
• AWS Lambda
• Kinesis
• DynamoDB
• Amazon S3
• CloudWatch
• Amazon Pinpoint
• Amazon Q
• Amazon Bedrock

CRM & WFM Integrations

Experience integrating Amazon Connect with:

• Salesforce Service Cloud
• ServiceNow
• Microsoft Dynamics

Workforce Management Platforms:

• NICE
• Verint
• Calabrio

Contact Center & Telephony

• SIP
• DID / Toll-Free Services
• SBCs
• Number Porting
• Contact Center Operations

Security & Compliance

• AWS IAM
• VPC
• HIPAA
• PCI-DSS
• GDPR

Preferred Qualifications

• AWS Certified Solutions Architect (Associate/Professional)
• Amazon Connect Certifications or Specialty Experience
• Experience with discovery and advisory engagements
• Experience with CCaaS migrations to Amazon Connect
• Real Estate / Facilities Management industry experience is a plus

Discovery Phase Deliverables

• Current State Assessment Document
• AI & Automation Opportunity Catalog
• Target State Architecture Blueprint
• Phased Implementation Roadmap
• Cost & Effort Estimates
• Executive Stakeholder Presentation

Mandatory Skills

• Amazon Connect

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.