Amazon Connect Consultant

Realtek Consulting LLC; Wilmington (DE); On-site; USD 130,000 - 170,000; Full time

Job summary

Realtek Consulting LLC is seeking a cloud-focused architect to design and deliver AWS-based contact center solutions. You will architect scalable platforms, implement Terraform and CI/CD pipelines, and integrate AI features for agent support and analytics.

Candidates should have strong Telephony knowledge, familiarity with WebRTC, and experience with monitoring tools to ensure production reliability and performance.

Qualifications

• Experience designing cloud contact center platforms and AWS-based architectures.
• Proficiency in at least one modern language (Python or Java).
• Strong knowledge of Infrastructure as Code (Terraform) and AWS services.
• Experience with CI/CD tools and version control (Git, Bitbucket).
• Ability to build PoCs rapidly and scale them into enterprise solutions.
• Understanding of contact center operations and telephony platforms.
• AI integrations: conversational AI, speech analytics, GenAI/LLM with guardrails.

Responsibilities

• Architect, implement, and optimize cloud contact center solutions on AWS.
• Lead PoC development and scale to full enterprise deployment.
• Integrate AI capabilities for agent assist, summarization, and knowledge retrieval.
• Ensure monitoring, reliability, and security across platforms.

Job description

• Proficiency in at least one modern programming language (e.g., Python, Java)
• Experience implementing cloud contact center platforms, preferably Amazon Connect
• Strong expertise with Infrastructure as Code (e.g., Terraform)
• Ability to architect and implement AWS applications and networking
• Experience with CI/CD tools (e.g., Jules) and version control (Bitbucket, Git)
• Ability to rapidly build proof-of-concepts and scale them into enterprise solutions
• Advanced knowledge of application and infrastructure architecture principles
• Knowledge of voice technologies (e.g., WebRTC), call recording, and telephony platforms (plus)
• Experience troubleshooting, monitoring, and production support in large environments using tools such as Splunk, Datadog, and CloudWatch
• Experience building and supporting enterprise solutions on AWS
• Strong understanding of contact center operations (required)
• AI skills: conversational AI + speech analytics integrations; GenAI/LLM use for agent assist/summarization/knowledge retrieval, with responsible AI practices (PII, controls, guardrails)