Amazon CTI Consultant

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

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 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

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.