We are seeking an experienced Amazon Connect Consultant to help design, implement, and optimize a modern cloud contact center solution with a focus on conversational AI and virtual assistant capabilities. This role is ideal for a hands-on consultant who enjoys partnering with stakeholders to build scalable, secure, and customer-friendly solutions that improve the overall contact center experience.

Responsibilities

• Design and deliver Amazon Connect solutions that align with business goals and customer experience needs
• Build and optimize contact flows, routing strategies, IVR experiences, and omnichannel engagement capabilities
• Implement and support chat, voice, task management, and self-service functionality within the contact center environment
• Configure and enhance conversational AI solutions, including Amazon Lex chatbots and related virtual assistant tools
• Integrate Amazon Connect with AWS services such as Lambda, S3, DynamoDB, Kinesis, Transcribe, and Comprehend
• Work across teams to connect Amazon Connect with CRM and service platforms and support workflow automation
• Gather requirements, facilitate discovery sessions, and translate business needs into practical technical solutions
• Troubleshoot production issues, monitor performance, and recommend improvements to routing, analytics, and user experience
• Support contact center modernization efforts by sharing best practices for scalability, security, governance, and adoption

Skills

• 3+ years of contact center consulting experience
• 2+ years of hands-on Amazon Connect implementation experience
• Strong knowledge of AWS cloud services and contact center architecture
• Experience designing contact flows, IVR logic, and routing configurations
• Understanding of contact center operations, customer service processes, and workforce considerations
• Ability to work closely with business, technical, and vendor stakeholders
• Strong communication skills and comfort leading workshops and requirement-gathering sessions
• Experience with APIs and integration development
• Problem-solving mindset with a focus on improving customer and agent outcomes

Preferred Skills

• AWS certification, such as Solutions Architect or Cloud Practitioner
• Experience with Amazon Connect specialty or advanced implementations
• Familiarity with Salesforce, Microsoft Dynamics 365, ServiceNow, or Zendesk
• Exposure to conversational AI, generative AI, or chatbot implementations
• Experience using Contact Lens, Wisdom, or Q in Connect
• Working knowledge of Python, JavaScript, or Node.js
• Understanding of VoIP and telecommunications concepts
• Experience working in Agile or Scrum delivery environments
• Client-facing consulting background with strong presentation skills

Horizontal is committed to fostering an inclusive workplace where different perspectives, backgrounds, and experiences are valued. We believe equity and belonging strengthen our teams, improve our solutions, and help us deliver better outcomes for the people and organizations we serve.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.