Overview:
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
Responsibilities:
We are looking for a highly skilled Amazon Connect Consultant who excels in designing, implementing, and optimizing end-to-end Amazon Connect solutions. In this role, you will architect modern, cloud-based contact center platforms, integrate advanced AWS services, and enable intelligent automation using AWS Generative AI. If you have deep contact center expertise, strong integration skills, and a passion for innovation - this role is for you.
Key Responsibilities
* Lead Amazon Connect Solution Design:
* Design scalable, secure, and resilient Amazon Connect architectures tailored to client business and operational needs.
* Define end-to-end customer journeys, IVR flows, and contact routing logic.
* Development & Customization:
* Build and customize contact flows using AWS Lambda, Amazon Lex, Contact Flow modules, and AWS SDK.
* Develop integrations with CRMs (e.g., Salesforce, Dynamics), ticketing systems, and backend databases.
* AI/ML & Gen AI Integration:
* Implement AWS Generative AI services (e.g., Amazon Bedrock, Amazon Lex, Amazon Kendra, and Amazon Q) to enhance contact center automation, knowledge search, and agent assist solutions.
* Enable AI-driven use cases like intelligent chatbots, voicebots, real-time transcription, and summarization.
* Migration & Transformation:
* Lead or support migration from legacy on-premises call center solutions (e.g., Avaya, Genesys, Cisco) to Amazon Connect.
* Conduct gap analysis and develop phased transformation roadmaps.
* Solution Architecture & Documentation:
* Develop technical design documents, solution blueprints, and operational runbooks.
* Support pre-sales engagements including solution scoping, proposals, and RFP responses.
* Stakeholder Collaboration:
* Work closely with cross-functional teams including developers, product managers, infrastructure engineers, and business analysts.
* Act as technical advisor to clients and internal teams on best practices and evolving trends in contact center technologies.
Qualifications:
* Extensive expertise in cloud-based contact center platforms, with strong specialization in Amazon Connect implementations
* Strong knowledge of call center operations, KPIs, and contact center technologies (IVR, CTI, ACD, WFM).
* Proficiency in AWS services including Lambda, Lex, DynamoDB, S3, Kinesis, CloudWatch, IAM, and Step Functions.
* Experience with AWS Generative AI services (Bedrock, Lex, Kendra, Q, Comprehend, etc.) and real-time AI integrations in contact centers.
* Familiarity with contact center CRMs, third-party integrations, and API-based automation.
* Understanding of security and compliance in cloud deployments (PCI, HIPAA, etc.).
* Experience in migrating from on-prem solutions like Avaya, Genesys, or Cisco to Amazon Connect.
* Ability to write and understand code (Node.js, Python, or Java) for Lambda functions and integrations.
* AWS Certification - Solutions Architect Associate or Professional; Amazon Connect Specialization a plus
* Familiarity with DevOps tools (CI/CD pipelines, CloudFormation/Terraform, CodePipeline).
* Experience in contact center analytics and reporting (e.g., Connect Contact Lens, AWS Quicksight).
* Knowledge of global telephony and network connectivity (SIP, PSTN, SBC, carrier routing).
* Prior consulting or system integrator experience is a strong plus
* Strong communication and stakeholder engagement skills.
* Ability to lead technical discussions with both technical and non-technical audiences.
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