Delivery Consultant - Amazon Connect, AWS Professional Services

Description

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, and 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, and 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, and AWS products and services. You will be proficient in architecting scalable, secure contact center solutions, and equally comfortable running discovery workshops, mapping IVR and routing logic, and 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, and 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, and escalation paths

- Design and document future-state call flows, agent experience, and customer journeys mapped to Amazon Connect capabilities

- Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes, and disposition handling

- Produce clear functional specifications, process maps, and requirements traceability that bridge business intent and technical implementation

- Capture agent desktop, CCP, and supervisor experience requirements, including screen pops, wrap-up, and 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, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB

- Translate documented functional designs into working Connect contact flows, Lex bots, and 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, and 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, and 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, and reusable artifacts specific to Amazon Connect implementations and migrations

- Share knowledge through mentoring, training, and creating reusable functional and technical contact center artifacts

- Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps

A day in the life
AWS Professional Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

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, or 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, and 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, which 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.

Basic Qualifications

- Bachelor's degree in Computer Science, Engineering, a related field, or 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, and agent/customer experience
- Experience with contact center operations, call center management, or 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

Preferred Qualifications

- Experience leading the design, automation, deployment, and support of large-scale infrastructure
- Hands-on experience with Amazon Connect, Amazon Lex, and 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)
- 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, and 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, or 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.