AWS Consultant

Summary:

We are looking for a hands-on consultant who can lead contact center solutioning on Amazon Connect (or an equivalent cloud platform) and also understands the AWS foundation it runs on. Candidate will support client demos, new deals and advanced feature enablement and go beyond Day 2 operations by working with clients and sales teams to design scalable solutions, propose enhancements and showcase new capabilities (AI/ML, integrations, automation).

Key Responsibilities

• Design and architect scalable contact center solutions on Amazon Connect or similar platforms (Genesys Cloud, Twilio Flex, Avaya Cloud).
• Partner with sales on client discussions, workshops, proposals, and RFPs.
• Build and deliver POCs and live demos covering AI/ML (Lex, Polly or equivalents), integrations and automation.
• Design and implement contact flows, queues, routing profiles, chatbots and dashboards.
• Implement conversational flows (Amazon Lex or similar) and multi-language text-to-speech (Amazon Polly or equivalents).
• Enable multimodal channels: voice, chat, SMS, WhatsApp, web and mobile apps.
• Design custom reporting: CDR and customer journey analytics.
• Implement post-call surveys, callbacks and compliance workflows (PIN capture, T&C playback).
• Integrate with directories (AD DS, Entra ID, Okta), CRMs (Dynamics, Salesforce) and ITSM tools (ServiceNow and others) using AWS Lambda and APIs.
• Design and support the underlying AWS environment: networking, security, monitoring, backup and DR.
• Provide input to the Day 2 managed services model (team structure, billing, optimization).
• Drive best practices for governance, scalability, and cost optimization.

Required Skills: Contact Center (Primary)

• Hands-on experience with a cloud contact center platform (Amazon Connect preferred).
• Integrations using AWS Lambda and APIs, CRMs, ITSM tools and SSO providers (Okta, AD).
• Knowledge of IVR, routing, workforce optimization, and reporting.
• Familiarity with NLP, chatbots, and automation.

Required Skills: AWS Infrastructure (Secondary)

Strong working knowledge

• EC2: provisioning and troubleshooting virtual machines
• VPC: subnets, NACLs, security groups, NAT gateway, internet gateway
• IAM
• VPC peering and Transit Gateway
• S3, EBS, EFS
• Monitoring: CloudWatch, CloudTrail, VPC Flow Logs

Basic knowledge:

• CloudFront
• VPC endpoints
• AWS Backup, restore and disaster recovery
• Load balancers (ALB, NLB, GWLB)
• Security services (GuardDuty, Inspector)

Good to Have

• AWS certification (Solutions Architect Associate or Amazon Connect-related)
• ServiceNow integration experience
• Experience in regulated industries (FSI, healthcare)
• Presales or client-facing solutioning experience