Amazon Connect Specialist

Posted yesterday

virtual vocationsDenver (CO)

Customer Service RepresentativesComputer Systems Design Services

SENIORITY

Senior

About the role

As a key member of the delivery teams, the remote full-time Amazon Connect CX and Platform Specialist, Senior Consultant will design, configure, and support AI-enabled contact center experiences in Amazon Connect, focusing on creating effective contact flows and integrating external systems. Key responsibilities Design and configure Amazon Connect contact flows, including self-service IVR and routing logic Implement omnichannel customer experiences across voice and chat, ensuring seamless transitions to live agents Integrate Amazon Connect with external systems and support operational CCaaS design and implementation Required qualifications Hands-on experience with Amazon Connect, including Contact Flows and Agent Workspace Experience building self-service IVR flows and AI-integrated customer journeys Familiarity with Amazon Lex or comparable NLU/intent-routing patterns Understanding of operational CCaaS concepts such as queue management and reporting Ability to translate high-level business requirements into practical Amazon Connect designs

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