Overview
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, and deliver Amazon Connect solutions that meet their technical requirements and business objectives.
You will be a key player in driving customer success through their contact center transformation journey, combining hands‐on technical expertise with functional business analysis to deliver production‐grade contact center solutions across the full project lifecycle.
Key Responsibilities
Business Analysis & Functional Design
Lead discovery workshops with customer business, operations, and IT stakeholders to capture functional contact center requirements
Document current‐state contact center behaviour from on‐prem platforms (such as Genesys, Avaya), including call flows, IVR menus, routing logic, queues, prompts, business hours, and escalation paths
Design and document future‐state call flows, agent experience, and customer journeys mapped to Amazon Connect capabilities
Define and document functional requirements such as routing profiles, queues, hours of operation, quick connects, contact attributes, and disposition handling
Produce clear functional specifications, process maps, and requirements traceability that bridge business intent and technical implementation
Capture agent desktop, CCP, and supervisor experience requirements, including screen pops, wrap‐up, and after‐contact work
Validate functional designs with stakeholders and manage sign‐off before build
Technical Leadership & Solution Design
Design and implement scalable, secure Amazon Connect solutions tailored to customer needs
Architect cloud‐native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB




Translate documented functional designs into working Connect contact flows, Lex bots, and Lambda integrations
Lead technical and design discussions with IT stakeholders to accelerate adoption of new contact center technologies and practices
Migration Delivery
Manage the migration and adaptation of existing enterprise contact centers from Genesys, Avaya, and other legacy platforms into Amazon Connect
Map on‐prem platform features and configurations to equivalent or improved Amazon Connect functionality, identifying gaps and proposing solutions
Define migration approach, cutover planning, and parallel‐run strategies that minimise disruption to live contact center operations
Set up and configure AWS services in line with best practices for contact center operations
Knowledge Sharing & Innovation
Create and apply frameworks, methods, best practices, and reusable artifacts specific to Amazon Connect implementations and migrations
Share knowledge through mentoring, training, and creating reusable functional and technical contact center artifacts
Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
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 Qualifications
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
Equal Opportunity Employer
Amazon is an equal prospect employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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 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.
Company
Amazon Web Services Australia Pty Ltd
Job ID
A********
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📌 Delivery Consultant - Amazon Connect, Aws Professional Services (New South Wales)
🏢 Amazon Web Services (AWS)
📍 New South Wales