Solutions Consultant

Jobtailor; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Jobtailor in London is seeking an experienced Amazon Connect and AWS specialist to design, build, and optimize contact centre solutions. You will lead integrations, automate workflows, and mentor junior teams, applying best practices in security and performance.

This role focuses on delivering exceptional customer experiences through CCaaS, omnichannel routing, and scalable AWS-based architectures. Strong collaboration and problem-solving skills are essential.

Qualifications

• Extensive experience with Amazon Connect.
• Extensive experience with AWS services including Lambda, CloudWatch, API Gateway, DynamoDB, IAM, and S3.
• Extensive experience with contact center standards and systems.
• Strong understanding of CCaaS platforms and customer experience solutions.
• Extensive experience in consultative business transformation projects across customer Contact Centre solutions.
• Right to work in the UK & EU; sponsorship not offered.

Responsibilities

• Design, build, and maintain Amazon Connect contact centre solutions.
• Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences.
• Develop integrations between Amazon Connect and CRM, knowledge, and telephony systems.
• Implement CTI and screen-pop functionality and conversational AI integrations.
• Provide technical leadership and mentor junior specialists.
• Produce technical documentation and contribute to continuous improvement.

Skills

Amazon Connect

AWS Services

Contact Center Standards

Consultative Transformation

Technical Leadership

Mentoring

Collaboration

Problem-Solving

Communication

Tools

AWS Lambda

AWS CloudWatch

API Gateway

DynamoDB

IAM

S3

Contact Lens

Wisdom

Tasks

Cases

Job description

• Design, build, and maintain Amazon Connect contact centre solutions


• Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences


• Develop inbound, outbound, callback, chatbot, webchat, email, and messaging solutions


• Configure and support Contact Lens, Wisdom, Tasks, Cases, and Customer Profiles


• Implement contact centre automation and self-service solutions


• Develop integrations between Amazon Connect and CRM, workforce management, knowledge management, payment, telephony, AI, and conversational platforms


• Implement CTI and screen-pop functionality


• Implement conversational AI and virtual assistant integrations


• Develop intelligent routing and customer segmentation solutions


• Enhance customer self-service capabilities and support omnichannel engagement strategies


• Apply AWS security best practices, IAM permissions, role-based access controls, encryption, auditing, and logging


• Troubleshoot and resolve application and platform issues


• Conduct root cause analysis for major incidents


• Perform upgrades, enhancements, and optimization activities


• Produce technical documentation and support knowledge transfer


• Act as a technical lead for development workstreams


• Mentor and coach junior and mid-level specialists in Amazon Connect, AWS services, and DevOps practices


• Perform peer reviews of solution designs and deployment approaches


• Drive technical excellence through best practices, development standards, and automation frameworks


• Support resource development, career progression, and succession planning


• Champion continuous improvement and contribute to organizational cloud and contact centre expertise

Requirements

• Extensive experience with Amazon Connect


• Extensive experience with AWS services including Lambda, CloudWatch, API Gateway, DynamoDB, IAM, and S3


• Extensive experience with contact center standards and systems


• Strong understanding of CCaaS platforms and customer experience solutions


• Extensive experience in consultative business transformation projects across customer Contact Centre solutions


• All applicants must have the right to work in the territory to which the role relates (UK & EU)


• Sabio Group are unable to offer sponsorship on any roles advertised

Core Competencies

Demonstrates extensive experience in designing and maintaining Amazon Connect contact center solutions, with a strong focus on customer experience, automation, and integration with various platforms. Proficient in applying AWS security best practices and mentoring teams in cloud and contact center technologies.

Highest-signal resume keywords

• Amazon Connect Expertise


• AWS Services Proficiency


• Contact Center Standards Knowledge


• Consultative Business Transformation Experience


• Technical Leadership and Mentoring

Hard Skills

• Contact Flow Management


• Customer Journey Development


• Integration Development


• CTI Implementation


• Conversational AI Integration


• Routing and Segmentation Solutions


• Troubleshooting and Root Cause Analysis


• Technical Documentation Production


• Automation Frameworks


• Continuous Improvement Practices

Soft Skills

• Mentoring


• Coaching


• Collaboration


• Problem-Solving


• Communication

Industry Keywords

• CCaaS Platforms


• Customer Experience Solutions


• Contact Center Automation


• Omnichannel Engagement


• Business Transformation Projects

Tools & Technologies

• AWS Lambda


• AWS CloudWatch


• API Gateway


• DynamoDB


• IAM


• S3


• Contact Lens


• Wisdom


• Tasks


• Cases