Amazon Connect CX Consultant with AI / ML | Associate Management

Description

We are seeking an Amazon Connect CX Consultant with AI/ML expertise to join the design phase of a contact center transformation initiative. Working alongside a GenAI/Agentic AI lead and Conversational Designer, this role owns the platform integration layer — configuring AI-native Connect services and building the colleague-facing AI experience. Responsibilities Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams Requirements 7+ years of experience in software development 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting Expertise in Amazon Lex and NLU intent routing within Contact Flows Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs Background in operational CCaaS, including queue management, routing, and supervisor tooling Proficiency in English at a B2+ level Nice to have Experience with Connect AI Agents / NLX (ACXD) Familiarity with Amazon Q in Connect Background in financial services or other regulated industries Knowledge of bilingual design patterns (EN/FR)

Requirements

• 7+ years of experience in software development

• 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting

• Expertise in Amazon Lex and NLU intent routing within Contact Flows

• Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs

• Background in operational CCaaS, including queue management, routing, and supervisor tooling

• Proficiency in English at a B2+ level

Responsibilities

• Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows

• Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff

• Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation

• Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration

• Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop

• Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs

• Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams

Seniority

• Associate Management

Nice to have

• Experience with Connect AI Agents / NLX (ACXD)

• Familiarity with Amazon Q in Connect

• Background in financial services or other regulated industries

• Knowledge of bilingual design patterns (EN/FR)