CCaaS Tech Consultant – Amazon Connect

About the role

The CCaaS Tech Consultant works on designing, building, and delivering cloud‑based contact‑center and agentic AI solutions, primarily on the Amazon Connect platform. The role bridges functional intent with technical execution, collaborating closely with solution architects, AWS specialists, and delivery teams.

Key responsibilities

• Support technical design, configuration, and migration of Amazon Connect routing, IVR, queues, digital channels and reporting.
• Document and implement agentic AI workflows, including intent recognition, conversation flows, and system hand‑offs.
• Analyze and document integrations between CCaaS platforms and enterprise systems such as CRM, core banking, authentication and analytics.
• Assist with cloud environment setup, build, unit testing, defect triage, and SIT/UAT preparation.
• Produce and maintain technical artifacts, risk logs and dependency trackers in line with delivery standards.

Required profile

• 2‑4 years of experience with contact‑center technologies, cloud platforms and hands‑on work with Amazon Connect.
• University degree and solid understanding of CCaaS architectures and agentic AI concepts.
• Experience in agile or hybrid delivery environments and strong collaboration with architects and functional teams.

Required skills

• Amazon Connect
• AWS cloud services
• CCaaS platform configuration
• Agentic AI frameworks / automation platforms
• API design and system integration
• Basic troubleshooting and log analysis
• Infrastructure‑as‑code / CI‑CD concepts