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