What are the responsibilities and job description for the AWS Connect SME position at Quantum World Technologies Inc.?
AWS Connect SME
Dallas TX, onsite, 3 days in office in a week
10 Years profile
Job Description:
Role Overview
- We are seeking an experienced AWS Connect Subject Matter Expert SME to support a strategic discovery and transformation engagement for the customer
- The SME will partner closely with the Architect to assess the customers’ existing contact center landscape identify automation and AIled opportunities and codevelop a comprehensive implementation roadmap leveraging Amazon Connect and the broader AWS AIML ecosystem
Key Responsibilities
- Collaborate with the Architect and customer stakeholders to understand the current contact center CX landscape telephony stack integrations and pain points
- Conduct discovery workshops to capture functional and nonfunctional requirements
- Assess feasibility of migrating modernizing legacy contact center platforms Avaya Genesys Cisco UCCEUCCX etc. to Amazon Connect
- Identify opportunities for Automation GenAI and Conversational AI Amazon Lex Amazon Q Contact Lens Amazon Bedrock integrations
- Define target state architecture covering IVR flows omnichannel routing agent workspace WFM analytics and CRM integrations Salesforce ServiceNow Dynamics etc.
- Develop a phased implementation roadmap with effort estimates risks and dependencies
- Contribute to solution proposals BoMs and customer facing presentations
- Participate in daily standups and customer facing discussions as required
Required Skills Experience
- Experience in contact center CX domain with 3 years handson with Amazon Connect
- Strong understanding of Amazon Connect core services Contact Flows Routing Profiles Queues Quick Connects Tasks Customer Profiles Voice ID Contact Lens
- Handson experience with Amazon Lex V2 Lambda Kinesis DynamoDB S3 CloudWatch Pinpoint and Amazon Q in Connect
- Experience integrating Amazon Connect with CRMs Salesforce Service Cloud ServiceNow MS Dynamics and WFM tools NICE Verint Calabrio
- Knowledge of telephony concepts SIP DIDTollfree SBCs number porting
- Exposure to GenAI Conversational AI use cases in contact centers agent assist call summarization sentiment analysis self-service automation
- Familiarity with AWS security IAM VPC and compliance frameworks HIPAA PCIDSS GDPR
- Strong consultative workshop facilitation and customer engagement skills