Amazon Connect Functional Lead

Role Overview

Routing & Contact Flow Design

• Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.
• Design customer experience journeys using DTMF, NLU, and conversational AI capabilities.
• Translate business requirements into efficient customer journeys across voice and digital channels.

User Experience Optimization

• Design and provide integration support for Amazon Connect profiles, cases, views, and outbound campaigns.
• Enable and support analytics solutions for contact center metrics and customer interactions.
• Enable solutions for workstreams such as WFM, QM, reporting, and analytics teams.

Amazon Connect Administration

• Design Amazon Connect configurations including contact flows, routing, queues, and skills.
• Design Contact Lens evaluation forms, rules, and notifications, recording, and speech analytics.
• Support testing, deployment, and troubleshooting of configurations and enhancements.

AWS & Enterprise Integrations

• Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications including CRM and back-end systems.

Stakeholder & Operational Support

• Partner with business and operations teams to gather requirements, deliver solutions, and recommend continuous improvements.

Required Qualifications

• Minimum of 3 years' hands-on functional experience with Amazon Connect Contact Center including contact flows, routing, Contact Lens, channel strategy, agent workspace, and administration.
• Minimum of 3 years' experience designing and implementing routing strategies for enterprise contact center environments.
• Minimum of 3 years' experience configuring and managing Amazon Connect contact flows, skills-based routing and queue management, NLU and conversational AI, callback handling, reporting and analytics, and Contact Lens.
• Minimum of 3 years' experience working with AWS services including AWS Lambda, DynamoDB, Amazon S3, CloudWatch, and Amazon Lex.
• Experience supporting integrations between contact center platforms and enterprise applications such as CRM, workforce management, and reporting platforms.
• Strong knowledge of contact center operations, KPIs and service levels, contact flow design best practices, customer journey mapping, queue management and workforce optimization, and voice and digital customer engagement.
• Experience gathering business requirements and translating them into routing configurations and customer journey solutions.
• Experience supporting testing, deployment, and production support activities within contact center environments.
• Strong analytical and problem-solving skills with the ability to troubleshoot routing and call flow issues.
• Bachelor's degree in computer science or a related field.

Preferred Skills

• Amazon Connect Routing & Administration
• Contact Flow Development
• Skills-Based Routing
• IVR Design
• Customer Journey Design
• Amazon Lex
• DynamoDB
• Contact Center Operations
• Contact Center Reporting & KPIs
• CRM Integrations

Work Model

• Availability to work in a hybrid model with an expectation of 2-3 days per week in the office is a nice to have.

Compensation

• Role location: British Columbia, Ontario, or New Brunswick.
• Annual salary range: $99,450 to $209,900 based on full-time employment.