Delivery Consultant - Amazon Connect, AWS Professional Services

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, 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: - 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.