Solutions Consultant

• Design, build, and maintain Amazon Connect contact centre solutions




• Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences




• Develop inbound, outbound, callback, chatbot, webchat, email, and messaging solutions




• Configure and support Contact Lens, Wisdom, Tasks, Cases, and Customer Profiles




• Implement contact centre automation and self-service solutions




• Develop integrations between Amazon Connect and CRM, workforce management, knowledge management, payment, telephony, AI, and conversational platforms




• Implement CTI and screen-pop functionality




• Implement conversational AI and virtual assistant integrations




• Develop intelligent routing and customer segmentation solutions




• Enhance customer self-service capabilities and support omnichannel engagement strategies




• Apply AWS security best practices, IAM permissions, role-based access controls, encryption, auditing, and logging




• Troubleshoot and resolve application and platform issues




• Conduct root cause analysis for major incidents




• Perform upgrades, enhancements, and optimization activities




• Produce technical documentation and support knowledge transfer




• Act as a technical lead for development workstreams




• Mentor and coach junior and mid-level specialists in Amazon Connect, AWS services, and DevOps practices




• Perform peer reviews of solution designs and deployment approaches




• Drive technical excellence through best practices, development standards, and automation frameworks




• Support resource development, career progression, and succession planning




• Champion continuous improvement and contribute to organizational cloud and contact centre expertise

Requirements

• Extensive experience with Amazon Connect




• Extensive experience with AWS services including Lambda, CloudWatch, API Gateway, DynamoDB, IAM, and S3




• Extensive experience with contact center standards and systems




• Strong understanding of CCaaS platforms and customer experience solutions




• Extensive experience in consultative business transformation projects across customer Contact Centre solutions




• All applicants must have the right to work in the territory to which the role relates (UK & EU)




• Sabio Group are unable to offer sponsorship on any roles advertised

Core Competencies

Demonstrates extensive experience in designing and maintaining Amazon Connect contact center solutions, with a strong focus on customer experience, automation, and integration with various platforms. Proficient in applying AWS security best practices and mentoring teams in cloud and contact center technologies.

Highest-signal resume keywords

• Amazon Connect Expertise




• AWS Services Proficiency




• Contact Center Standards Knowledge




• Consultative Business Transformation Experience




• Technical Leadership and Mentoring

Hard Skills

• Contact Flow Management




• Customer Journey Development




• Integration Development




• CTI Implementation




• Conversational AI Integration




• Routing and Segmentation Solutions




• Troubleshooting and Root Cause Analysis




• Technical Documentation Production




• Automation Frameworks




• Continuous Improvement Practices

Soft Skills

• Mentoring




• Coaching




• Collaboration




• Problem-Solving




• Communication

Industry Keywords

• CCaaS Platforms




• Customer Experience Solutions




• Contact Center Automation




• Omnichannel Engagement




• Business Transformation Projects

Tools & Technologies

• AWS Lambda




• AWS CloudWatch




• API Gateway




• DynamoDB




• IAM




• S3




• Contact Lens




• Wisdom




• Tasks




• Cases