Delivery Consultant - Amazon Connect, AWS Professional Services
Amazon Web Services (AWS)
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Job summary
Amazon Web Services Australia Pty Ltd is seeking a seasoned delivery consultant to lead discovery, capture functional requirements, and translate them into scalable Amazon Connect solutions. You will work with customer business, operations, and IT stakeholders to map current processes and design future-state contact flows.
You will architect cloud-native contact center architectures using Amazon Connect, Lex, and AWS services, migrate from Genesys/Avaya, and ensure thorough documentation,
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.
- Hands‑on experience delivering contact center solutions, including requirements gathering and functional documentation.
- Experience with contact center operations, call center management, or customer experience technologies.
- Experience migrating from or integrating with legacy contact center platforms such as Genesys or Avaya
Responsibilities
- 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
Skills
Education
Tools
Job description
- 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
- 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
- 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
- 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
AWS Professional Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
AWS values curiosity and connection. Our employee‑led and company‑sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge‑sharing, mentorship and other career‑advancing resources here to help you develop into a better‑rounded professional.
We value work‑life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
- 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
- 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
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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 https://amazon.jobs/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.
- Amazon Web Services Australia Pty Ltd
Job ID: A10476148
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