AWS Connect SME
AWS Connect SME Location: Dallas, TX (Hybrid / Onsite) Role: AWS Connect SMERole OverviewWe are seeking an experienced AWS Connect Subject Matter Expert (SME) to support a strategic contact center transformation initiative. The SME will work closely with solution architects and customer stakeholders to assess the existing contact center ecosystem, identify modernization opportunities, and develop a roadmap leveraging Amazon Connect and AWS AI/ML services.Key ResponsibilitiesDiscovery & AssessmentCollaborate with architects and stakeholders to assess current contact center infrastructure, telephony platforms, integrations, and operational challenges.Conduct discovery workshops to gather functional and non-functional requirements.Evaluate modernization and migration strategies from legacy contact center platforms such as:AvayaGenesysCisco UCCE/UCCXAmazon Connect Solution DesignDefine target-state contact center architecture using Amazon Connect.Design solutions covering:IVR FlowsOmnichannel RoutingAgent WorkspaceWorkforce Management (WFM)Analytics & ReportingCRM IntegrationsAI & Automation StrategyIdentify opportunities for:Conversational AIAutomationAgent AssistCall SummarizationSentiment AnalysisSelf-Service SolutionsRecommend integrations with:Amazon LexAmazon QAmazon BedrockContact LensRoadmap & Stakeholder ManagementDevelop phased implementation roadmaps including:Effort EstimatesRisks & DependenciesCost EstimatesContribute to solution proposals, BOMs, and executive presentations.Participate in customer meetings, workshops, and project standups.Required SkillsAmazon Connect3+ years hands-on Amazon Connect experience.Strong expertise in:Contact FlowsRouting ProfilesQueuesQuick ConnectsTasksCustomer ProfilesVoice IDContact LensAWS ServicesAmazon Lex V2AWS LambdaKinesisDynamoDBAmazon S3CloudWatchAmazon PinpointAmazon QAmazon BedrockCRM & WFM IntegrationsExperience integrating Amazon Connect with:Salesforce Service CloudServiceNowMicrosoft DynamicsWorkforce Management Platforms:NICEVerintCalabrioContact Center & TelephonySIPDID / Toll-Free ServicesSBCsNumber PortingContact Center OperationsSecurity & ComplianceAWS IAMVPCHIPAAPCI-DSSGDPRPreferred QualificationsAWS Certified Solutions Architect (Associate/Professional)Amazon Connect Certifications or Specialty ExperienceExperience with discovery and advisory engagementsExperience with CCaaS migrations to Amazon ConnectReal Estate / Facilities Management industry experience is a plusDiscovery Phase DeliverablesCurrent State Assessment DocumentAI & Automation Opportunity CatalogTarget State Architecture BlueprintPhased Implementation RoadmapCost & Effort EstimatesExecutive Stakeholder PresentationMandatory SkillsAmazon ConnectWe are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law. https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf