Lead Amazon Connect Consultant – AWS Professional Services

Amazon Web Services (AWS); Australia; On-site; AUD 150,000 - 190,000; Full time

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

Strong communication

Contact center solutions

IVR design

Legacy integration

AWS Connect

Python/JavaScript

Education

Bachelor's degree

Tools

Amazon Connect

Amazon Lex

Salesforce

ServiceNow

Calabrio

Verint

NICE

BPMN

Python

JavaScript

Java

Job description

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,