Amazon CTI Consultant

We are hiring an Amazon Connect Consultant to work on a cloud contact center transformation for one of our major fintech clients. This role requires strong hands-on experience with Amazon Connect and a solid background in CTI consulting.

The ideal candidate should have played a consulting role in previous CTI modernization or migration projects and must be confident working with both technical teams and business stakeholders.

Required Experience:

• Minimum 7 years total experience in contact center / CTI space
• 3+ years of hands-on experience with Amazon Connect
• Proven experience working in a consulting role for CTI transformation projects
• Strong knowledge of Amazon Connect features: contact flows, routing, queues, agent setup
• Experience integrating Amazon Connect with CRMs like Salesforce or Zendesk
• Good understanding of AWS services: Lambda, DynamoDB, S3, CloudWatch
• Basic scripting with Node.js or Python
• Experience in building or enhancing IVRs using Amazon Lex
• Comfortable working independently in a client-facing environment

Nice to Have:

• Exposure to Cisco, Avaya, Genesys (legacy CTI systems)
• AWS certification
• Knowledge of SIP, VoIP, or WebRTC
• Experience with Amazon Connect Tasks, Contact Lens, Wisdom

Responsibilities:

• Lead the setup and configuration of Amazon Connect environments
• Work with business teams to gather requirements and translate them into technical designs
• Build backend integrations using AWS Lambda and REST APIs
• Integrate Amazon Connect with CRM and support systems
• Support user testing, deployment, and documentation
• Troubleshoot issues and improve existing contact flows