Solutions Consultant

Jobtailor

Cape Town

On-site

ZAR 1,746,000 - 2,619,000

Full time

6 days ago

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Job summary

Sabio Group is seeking an experienced Amazon Connect Architect to design, build, and optimize contact centre solutions across AWS services. You will lead technical teams, mentor specialists, and implement conversational AI, intelligent routing, and omnichannel strategies to elevate customer experiences.

Responsibilities include developing integrations with CRM, workforce management, knowledge platforms, and third-party telephony services while enforcing security, data protection, and

Qualifications

Extensive experience with Amazon Connect.
Extensive experience with AWS services (Lambda, CloudWatch, API Gateway, DynamoDB, IAM, 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.

Responsibilities

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 capabilities.
Implement contact centre automation and self-service solutions.
Develop integrations between Amazon Connect and enterprise systems including CRM platforms, Workforce Management solutions, Knowledge Management platforms, payment gateways, third-party telephony services, and AI and conversational platforms.
Implement CTI and screen-pop functionality where required.
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 and implement IAM permissions and role-based access controls.
Support data protection and compliance requirements; maintain encryption, auditing, and logging standards.
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 activities.
Act as a technical lead for development workstreams, providing direction and guidance to development teams.
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 within the Amazon Connect practice.
Champion continuous improvement and contribute to organizational cloud and contact centre expertise.

Skills

Amazon Connect

AWS Lambda

AWS CloudWatch

API Gateway

DynamoDB

IAM

Contact Center Automation

Conversational AI Integration

Intelligent Routing

Technical Documentation

Root Cause Analysis

Leadership

Tools

CRM Platforms

Workforce Management Solutions

Knowledge Management Platforms

Payment Gateways

Third-Party Telephony Services

AI Platforms

Conversational Platforms

AWS Lambda

CloudWatch

API Gateway

DynamoDB

IAM

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 capabilities
Implement contact centre automation and self-service solutions
Develop integrations between Amazon Connect and enterprise systems including CRM platforms, Workforce Management solutions, Knowledge Management platforms, payment gateways, third-party telephony services, and AI and conversational platforms
Implement CTI and screen-pop functionality where required
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 and implement IAM permissions and role-based access controls
Support data protection and compliance requirements; maintain encryption, auditing, and logging standards
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 activities
Act as a technical lead for development workstreams, providing direction and guidance to development teams
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 within the Amazon Connect practice
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 implementing Amazon Connect contact center solutions, integrating AWS services, and enhancing customer experience through automation and self-service capabilities. Proven ability to lead technical teams, mentor specialists, and drive continuous improvement in cloud and contact center practices.

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