Overview
We are seeking an experienced Amazon Connect Consultant to drive the transition from legacy telephony to advanced cloud contact centre solutions in a project-focused environment. This role involves close collaboration with clients and stakeholders, requiring both technical proficiency and strong stakeholder management to deliver robust and scalable solutions. This position is fully remote for UK residents only, and offers the chance to work within the outsourced technology services sector.
Responsibilities
- Collaborate with clients and stakeholders to gather and analyze existing Avaya contact centre requirements.
- Design, architect, and implement cloud-based contact centre solutions using Amazon Connect.
- Create detailed technical documentation, high-level designs, and implementation roadmaps.
- Lead end-to-end deployment, including configuration, testing, and successful rollout.
- Provide best practice guidance on building scalable, resilient, and cost-effective architectures.
- Customize features such as IVR, contact flows, and integrate with AWS and external systems.
- Ensure seamless integration with CRM tools, databases, and reporting systems.
- Troubleshoot and resolve technical issues throughout the build and deployment phases.
Requirements
- Proven experience designing and implementing Amazon Connect solutions, including migrations from Avaya.
- Solid understanding of Amazon Connect features: contact flows, IVR, integrations, and reporting.
- Strong background in contact centre technologies and hands-on experience with Avaya systems.
- Excellent communication and stakeholder engagement abilities, with a knack for translating complex technical concepts for non-technical audiences.
- Experience with legacy and cloud-based call centre reporting and analytics tools.
- Right to work in the UK is required.