[Hiring] Amazon Connect Solutions Consultant @Sabio Group

Role Description

We are currently looking for a passionate and enthusiastic Amazon Connect Solutions Consultant. The Amazon Connect Solutions Consultant is responsible for designing, developing, implementing, and supporting cloud-based contact centre solutions using Amazon Connect and the wider AWS platform. The role focuses on delivering seamless customer and agent experiences through the development of:

• Intelligent contact flows
• Integrations
• Automation
• Reporting capabilities
• Omnichannel communication solutions

Working closely with solution architects, business analysts, operations teams, and Sabio client stakeholders, the Amazon Connect Solutions Consultant transforms business requirements into scalable, secure, and resilient contact centre applications that improve customer engagement and operational efficiency.

The Amazon Connect Solutions Consultant will act as a technical lead within our Amazon Service Practice, providing leadership, direction, guidance, and mentoring to other Amazon Connect Specialists. The Amazon Connect Solutions Consultant will also be the technical authority for approval of solution designs and deployment approaches.

Qualifications

• Extensive experience with Amazon Connect
• Extensive experience with AWS services (e.g., Lambda, CloudWatch, API Gateway, DynamoDB, IAM, S3)
• Extensive experience with contact center standards and systems
• Strong understanding of CCaaS platforms and customer experience solutions
• Extensive experience in consultative business transformation projects across customer contact centre solutions

Requirements

• Design, build, and maintain Amazon Connect contact centre solutions
• Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences
• Develop inbound, outbound, callback, chatbot, webchat, email, and messaging solutions
• Configure and support Contact Lens, Wisdom, Tasks, Cases, and Customer Profiles capabilities
• Implement contact centre automation and self-service solutions
• Develop integrations between Amazon Connect and enterprise systems including CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow), Workforce Management solutions, Knowledge Management platforms, Payment gateways, Third-party telephony services, and AI and conversational platforms
• Implement CTI and screen-pop functionality where required
• Implement conversational AI and virtual assistant integrations
• Develop intelligent routing and customer segmentation solutions
• Enhance customer self-service capabilities
• Support omnichannel engagement strategies
• Apply AWS security best practices
• Implement IAM permissions and role-based access controls
• Support data protection and compliance requirements
• Ensure encryption, auditing, and logging standards are maintained
• Troubleshoot and resolve application and platform issues
• Conduct root cause analysis for major incidents
• Perform upgrades, enhancements, and optimization activities
• Produce technical documentation and support knowledge transfer activities
• Act as a technical lead for development workstreams, providing direction and guidance to development teams
• Mentor and coach junior and mid-level specialists in Amazon Connect, AWS services, and DevOps practices
• Perform peer reviews of solution designs and deployment approaches to ensure quality and consistency
• Drive technical excellence through the adoption of best practices, development standards, and automation frameworks
• Support resource development, career progression, and succession planning within the Amazon Connect practice
• Champion continuous improvement initiatives and contribute to the growth of organizational cloud and contact centre expertise

Benefits

• Remote/Flexible work
• Discovery Medical Aid
• Connectivity Allowance
• 15 days paid holiday a year (this includes three Sabio days)
• Momentum EAP