Amazon CTI Consultant

3 days ago

India Milestone Technologies, Inc. Full time

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

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