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- Tasks: Configure and integrate an AI-first omnichannel contact centre using Amazon Connect.
- Company: Join a global marketing platform focused on innovative customer communication.
- Benefits: Competitive pay, flexible work arrangements, and the chance to work with cutting-edge technology.
- Why this job: Make a real impact by centralising customer communication across multiple channels.
- Qualifications: Experience with Amazon Connect, AI development, and secure integrations required.
- Other info: Opportunity for contract work lasting 1 to 3 months with potential for future projects.
The predicted salary is between 48000 - 84000 £ per year.
We are looking for an experienced Amazon Connect implementation partner to deliver an AI-first, AWS-native omnichannel contact center in Amazon Connect (Region: eu-central-1 Frankfurt). The work is primarily configuration and integration, plus delivery of production-ready flows, reporting, and handover documentation.
Key constraints:
- AWS-native only (no vendor-owned platforms or proprietary third-party contact center layers)
- Integrates with our bespoke systems (SSO/Identity + SOAP APIs)
- Payments tied to production-delivered milestones
We operate a global marketing platform and want to centralize customer communication across voice/IVR, chat, social, and email. Voice/IVR must include a personal greeting, PIN-based caller verification, routing rules, and voicemail/intent capture when identification fails. Chat must support live and asynchronous conversations, be AI-first with human escalation, and be multilingual based on the user's language setting. Social includes WhatsApp and Instagram/Facebook (Meta Business). Email must support personal and team mailboxes with agent/supervisor visibility, deduplication, and ownership tracking. Outbound calling may be enabled, but outbound campaigns are explicitly out of scope.
AI-first model: we require:
- a generic AI assistant trained on approved documentation (Confluence synchronized to S3 for Bedrock ingestion)
- a customer-specific assistant with controlled access to account/campaign data based on user permissions. There must be a clear separation between general knowledge and customer-specific data. Human handoff triggers include explicit user request, repeated fallback, negative sentiment, or business-rule constraints. "AI-only" customers should be blocked from human escalation by default, with a billable exception flow.
Identity and data handling: logged-in users are identified via userID from our platform; unauthenticated users via phone/email/profile details. All interactions must be linked to userID and customerID, and authorization must follow our permission model and tokens. SOAP integration is required for read/write using ephemeral interaction-scoped storage with TTL, and only normalized result sets are allowed (no free-form queries).
Reporting and quality: enable Amazon Contact Lens (sentiment + transcripts), use Connect built-in reporting/dashboards (volume, SLA, handoffs, CSAT, sentiment), and store transcripts/metadata securely with optional redaction.
Must-deliver outcomes:
- Amazon Connect instance fully configured (queues, routing profiles, hours, skills, languages, IVR with PIN verification). Instance ARN is available.
- AI-first flows for onboarding and case handling: identify user, retrieve profile via SOAP (or Customer Profiles), convert natural language into SOAP write requests for allowed updates.
- Omnichannel setup: chat + WhatsApp + Instagram/Facebook with multilingual UX and context preserved across channels.
- Email ingestion: personal + team mailboxes, deduplication + ownership tracking, supervisor oversight, reply in same channel.
- Permission-based routing and data access, with full context transfer on human handoff (profile, history, AI summary, entitlement, relevant platform attributes visible in the Agent UI).
- Contact Lens enabled, transcripts/metadata stored, operational dashboards configured.
- Documentation and handover: runbooks, scaling guide, security considerations, operating procedures.
Proposal format (please follow):
- Company & team: roles, relevant Amazon Connect references (IVR/PIN, omnichannel, Contact Lens, Bedrock/AI orchestration)
- Technical approach: AWS architecture, SAML SSO + SOAP integration security, permission enforcement, prompt injection/abuse controls
- Plan & responsibilities: milestones + timeline, and a clear split of what you deliver vs what you need from our stakeholders and developers
- Pricing & payments: fixed vs variable, optional items priced separately, milestone-based payments tied to production deliverables
Selection will prioritize proven Amazon Connect delivery (IVR/PIN, omnichannel, Contact Lens), secure enterprise integrations (SAML + SOAP preferred), AI safety and cost control, and strict AWS-native delivery. Shortlisted vendors will be invited for a Q&A and a live demo of a comparable solution.
Contract duration of 1 to 3 months.
Mandatory skills: amazon connect, Chatbot Development, Amazon Bedrock, Amazon Contact Lens, AI Agent Development, AI Development, AI Bot, PostgreSQL, Amazon DynamoDB
Amazon Connect Expert Needed for AI-First Omnichannel Contact Center employer: FreelanceJobs
Contact Detail:
FreelanceJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Amazon Connect Expert Needed for AI-First Omnichannel Contact Center
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for opportunities, especially in Amazon Connect and AI development. You never know who might have a lead or can refer you to the right people.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your previous work with Amazon Connect and AI projects. This could be a website or even a well-organised GitHub repo. When you apply through our website, include this link to give potential employers a taste of what you can do.
✨Tip Number 3
Prepare for interviews by practising common questions related to Amazon Connect and AI-first solutions. Think about how you would tackle specific challenges mentioned in job descriptions. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. And remember, keep an eye on our website for new openings that match your skills!
We think you need these skills to ace Amazon Connect Expert Needed for AI-First Omnichannel Contact Center
Some tips for your application 🫡
Show Off Your Amazon Connect Skills: Make sure to highlight your experience with Amazon Connect in your application. We want to see how you've tackled similar projects, especially with IVR and omnichannel setups. Don’t hold back on the details!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences. This helps us understand your fit for the role quickly.
Tailor Your Proposal: Customise your application to align with our job description. Mention specific technologies like AWS architecture, SAML SSO, and SOAP integration that you’ve worked with. This shows us you’ve done your homework and are genuinely interested.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it keeps everything organised on our end.
How to prepare for a job interview at FreelanceJobs
✨Know Your Amazon Connect Inside Out
Make sure you’re well-versed in Amazon Connect, especially its configuration and integration aspects. Brush up on your knowledge of IVR, PIN verification, and omnichannel setups, as these are crucial for the role.
✨Showcase Your AI Expertise
Prepare to discuss your experience with AI-first models and how you've implemented them in previous projects. Be ready to explain how you would handle customer-specific assistants and the separation of general knowledge from customer data.
✨Understand the Integration Requirements
Familiarise yourself with SSO, SOAP APIs, and how they integrate with bespoke systems. Being able to articulate your approach to secure enterprise integrations will set you apart from other candidates.
✨Prepare for Technical Questions
Expect in-depth technical questions about AWS architecture, permission enforcement, and reporting tools like Amazon Contact Lens. Practise explaining your past projects and how they align with the must-deliver outcomes outlined in the job description.
