AWS Connect SME
AWS Connect SMEDallas TX, onsite, 3 days in office in a week10+ Years profileJob Description:Role OverviewWe are seeking an experienced AWS Connect Subject Matter Expert SME to support a strategic discovery and transformation engagement for the customerThe SME will partner closely with the Architect to assess the customers’ existing contact center landscape identify automation and AIled opportunities and codevelop a comprehensive implementation roadmap leveraging Amazon Connect and the broader AWS AIML ecosystemKey ResponsibilitiesCollaborate with the Architect and customer stakeholders to understand the current contact center CX landscape telephony stack integrations and pain pointsConduct discovery workshops to capture functional and nonfunctional requirementsAssess feasibility of migrating modernizing legacy contact center platforms Avaya Genesys Cisco UCCEUCCX etc. to Amazon ConnectIdentify opportunities for Automation GenAI and Conversational AI Amazon Lex Amazon Q Contact Lens Amazon Bedrock integrationsDefine target state architecture covering IVR flows omnichannel routing agent workspace WFM analytics and CRM integrations Salesforce ServiceNow Dynamics etc.Develop a phased implementation roadmap with effort estimates risks and dependenciesContribute to solution proposals BoMs and customer facing presentationsParticipate in daily standups and customer facing discussions as requiredRequired Skills ExperienceExperience in contact center CX domain with 3 years handson with Amazon ConnectStrong understanding of Amazon Connect core services Contact Flows Routing Profiles Queues Quick Connects Tasks Customer Profiles Voice ID Contact LensHandson experience with Amazon Lex V2 Lambda Kinesis DynamoDB S3 CloudWatch Pinpoint and Amazon Q in ConnectExperience integrating Amazon Connect with CRMs Salesforce Service Cloud ServiceNow MS Dynamics and WFM tools NICE Verint CalabrioKnowledge of telephony concepts SIP DIDTollfree SBCs number portingExposure to GenAI Conversational AI use cases in contact centers agent assist call summarization sentiment analysis self-service automationFamiliarity with AWS security IAM VPC and compliance frameworks HIPAA PCIDSS GDPRStrong consultative workshop facilitation and customer engagement skills