Contact Center SME

Responsibilities:

• Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation

• Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities

• Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services

• Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms

• Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots

• Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.)

• Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders

• Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments

• Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices

• Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics
  
  

Functional skills:

• Strong understanding of customer journeys and contact center operations

• Ability to align Amazon Connect capabilities with business outcomes and KPIs

• Expertise in CX strategy, digital engagement models, and cloud transformation initiatives
  
  

Experience:

• 12 years of experience in contact center technologies and CX solutions

• Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect

• Hands-on expertise with:

• Amazon Connect (mandatory)

• Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios)

• Experience working in AWS cloud environment (strongly preferred); Azure/GCP knowledge is a plus

• Strong background in enterprise integrations and API-based architectures

• Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect

• Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots)

• Experience working with cross-functional teams and senior stakeholders
  
  

Technical skills:

• Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management

• Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys

• Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB)

• Expertise in API integration, microservices, and cloud-native design patterns

• Familiarity with security, compliance (PCI, HIPAA), and performance optimization

• Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis)

The pay range that the employer in good faith reasonably expects to pay for this position is $57.79/hour - $90.29/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

Salary : $58 - $90