Senior Services Consultant - Amazon Connect

As a Services Consultant, your primary responsibility will be to lead the end-to-end technical delivery for our customers. You'll take ownership of the implementation process, from initial requirements gathering to successful go-live, ensuring solutions are technically sound and aligned with customer business goals.

Responsibilities

- Technical Expertise & Problem-Solving: Serve as a subject matter expert on Zendesk for Contact Center. Provide expert recommendations, identify workarounds, and confidently handle high-profile customers.

- Solution Design & Documentation: Lead design and configuration workshops with customers, producing detailed Technical Design Documents (TDDs) that translate business objectives into technical solutions.

- Configuring services and deploying resources in customer AWS accounts, using Amazon Connect, CloudFormation, Amazon Lex, DynamoDB, Kinesis, IAM, S3 and more.

- Collaborate on Implementation: Work closely with cross-functional teams, including Solution Architects, Engagement Managers, and Technical Architects to support the development, testing, and go-live phases..

- Client Training & Handovers: Conduct technical training, handovers, and knowledge transfer sessions to ensure customers and stakeholders can effectively manage their new solutions.

- Communication: Maintain strong communication with Engagement Managers, providing regular updates on project status, issues, and progress toward deliverables.

Qualifications

- 3+ years of customer-facing experience, preferably technical support or consulting role.

- Experience with Amazon Connect is a must.

- 3+ years hands-on experience building, migrating and deploying complex cloud-based solutions.

- Experiencing implementing and supporting AWS environments.

- Experience in automating deployments and improving solution efficiency

- Experience building integrations across contact center solutions.

- Strong hands-on programming skills, experience developing solutions with code/scripting and comfortable with AWS Lambda and Python.

- Passion for building contact center solutions and getting hands dirty.