Amazon Connect Specialist Consultant, AWS Professional Services
Amazon Web Services Australia Pty Ltd•4h ago
AU, NSW, SydneyHybridFull-timeMid Level2+ yrs exp
- The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Amazon Connect Specialist Consultant to join our team. In this role, you will work closely with customers to design, implement
- deliver Amazon Connect solutions that meet their technical requirements and business objectives. You will be a key player in driving customer success through their contact center transformation journey, combining hands-on technical expertise with functional business analysis to deliver production-grade contact center solutions across the full project lifecycle. Typical engagements involve migrating customers from legacy contact center platforms such as Genesys and Avaya to Amazon Connect or from other cloud / CCaaS platforms like NICE, Genesys, Cisco and others. You will operate at the intersection of technology and contact center operations: eliciting requirements from business and operational stakeholders, documenting current-state and future-state call flows, designing the agent and customer experience
- translating those functional designs into working Amazon Connect implementations. As much of the value in a Connect migration lies in capturing and re-imagining the functional behaviour of the contact center, this role blends solution delivery with structured business analysis. As a Connect Specialist Consultant, you will possess a deep understanding of Amazon Connect, contact center operations
- AWS products and services. You will be proficient in architecting scalable, secure contact center solutions
- equally comfortable running discovery workshops, mapping IVR and routing logic
- producing the functional documentation that delivery teams depend on. This is a Level 5 role with significant ownership of engagement workstreams and direct customer-facing responsibility. Key job responsibilities Business Analysis & Functional Design - Lead discovery workshops with customer business, operations
- IT stakeholders to capture functional contact center requirements - Document current-state contact center behaviour from on-prem platforms (such as Genesys, Avaya), including call flows, IVR menus, routing logic, queues, prompts, business hours
- escalation paths - Design and document future-state call flows, agent experience
- customer journeys mapped to Amazon Connect capabilities - Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes
- disposition handling - Produce clear functional specifications, process maps
- requirements traceability that bridge business intent and technical implementation - Capture agent desktop, CCP
- supervisor experience requirements, including screen pops, wrap-up
- after-contact work - Validate functional designs with stakeholders and manage sign-off before build Technical Leadership & Solution Design - Design and implement scalable, secure Amazon Connect solutions tailored to customer needs - Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex
- peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda
- DynamoDB - Translate documented functional designs into working Connect contact flows, Lex bots
- Lambda integrations - Lead technical and design discussions with IT stakeholders to accelerate adoption of new contact center technologies and practices Migration Delivery - Manage the migration and adaptation of existing enterprise contact centers from Genesys, Avaya
- other legacy platforms into Amazon Connect - Map on-prem platform features and configurations to equivalent or improved Amazon Connect functionality, identifying gaps and proposing solutions - Define migration approach, cutover planning
- parallel-run strategies that minimise disruption to live contact center operations - Set up and configure AWS services in line with best practices for contact center operations Knowledge Sharing & Innovation - Create and apply frameworks, methods, best practices
- reusable artifacts specific to Amazon Connect implementations and migrations - Share knowledge through mentoring, training
- creating reusable functional and technical contact center artifacts - Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps About the team Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path
- includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives
- passionate voices our teams bring to everything we do. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home
- is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
- Bachelor's degree in Computer Science, Engineering, a related field
- equivalent experience - 7+ years of experience in a technical or functional consulting role with customer-facing experience. Strong communication skills with the ability to explain technical and functional concepts to both technical and non-technical audiences - Hands-on experience delivering contact center solutions, including requirements gathering and functional documentation. Experience documenting and designing call flows, IVR logic
- agent/customer experience - Experience with contact center operations, call center management
- customer experience technologies. Knowledge of contact center concepts including IVR, ACD, workforce management, reporting and quality management - Experience migrating from or integrating with legacy contact center platforms such as Genesys or Avaya
- Hands-on experience with Amazon Connect, Amazon Lex
- AWS AI/ML services for contact centers - AWS certifications (e.g., Solutions Architect Associate or Professional) or business analysis certification with structured requirements and process documentation experience (e.g., BPMN, process mapping) - Software development experience building contact center integrations (Python, JavaScript, Java) - Experience with automated provisioning (IaC) and configuration management for infrastructure and applications - Knowledge of CRM systems integration (Salesforce, ServiceNow) and third-party contact center applications (Calabrio, Verint, NICE) - Understanding of contact center compliance requirements (PCI DSS, HIPAA) and monitoring/analytics tools for contact center operations - Knowledge of IP networking, VPNs, DNS, load balancing
- firewalls Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
- other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Required skills
Amazon ConnectAWSGenesysAvayaAmazon LexContact LensTranscribeComprehendTranslateSageMakerLambdaDynamoDB