Amazon Connect CX Consultant with AI/ML
We are seeking an Amazon Connect CX Consultant with AI/ML expertise to join the design phase of a contact center transformation initiative. Working alongside a GenAI/Agentic AI lead and Conversational Designer, this role owns the platform integration layer — configuring AI-native Connect services and building the colleague-facing AI experience.
Responsibilities
- Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows
- Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff
- Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation
- Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration
- Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop
- Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs
- Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams
Requirements
- 7+ years of experience in software development
- 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
- Expertise in Amazon Lex and NLU intent routing within Contact Flows
- Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs
- Background in operational CCaaS, including queue management, routing, and supervisor tooling
- Proficiency in English at a B2+ level
Nice to have
- Experience with Connect AI Agents / NLX (ACXD)
- Familiarity with Amazon Q in Connect
- Background in financial services or other regulated industries
- Knowledge of bilingual design patterns (EN/FR)
