[Hiring] Contact Center Consultant @Augusta Hitech Soft Solutions

Role Description

We are seeking a highly experienced Contact Center Consultant with deep expertise in Xima Software and proven experience in migrating legacy or third-party contact center platforms to Amazon Connect . This role will be instrumental in leading end-to-end transformation initiatives, helping clients modernize their customer experience platforms by transitioning to a scalable, cloud-native contact center architecture on AWS.

Key Responsibilities

1. Assessment & Strategy

• Assess current-state architecture of Xima-based contact center environments
• Conduct gap analysis and define migration strategy to Amazon Connect
• Develop target-state architecture aligned with business, CX, and compliance requirements
• Engage with CIO/CTO and business stakeholders to align transformation roadmap

2. Migration & Implementation

• Lead end-to-end migration from Xima to Amazon Connect, including:
  • Contact flows (IVR) redesign
  • Call routing logic and queue configurations
  • Data migration and integration mapping
• Configure Amazon Connect components:
  • Contact flows, queues, routing profiles
  • Amazon Lex bots (if applicable)
  • Real-time and historical reporting
• Ensure minimal business disruption during cutover

3. Integration & Ecosystem Enablement

• Integrate Amazon Connect with enterprise systems:
  • CRM platforms (Salesforce, etc.)
  • Ticketing systems
  • Data platforms / analytics tools
• Design and implement APIs and middleware for seamless data exchange
• Enable omnichannel capabilities (voice, chat, messaging)

4. Optimization & Governance

• Define KPIs and dashboards for performance monitoring
• Implement best practices for:
  • Security & compliance (HIPAA, SOC2, etc. where applicable)
  • Cost optimization on AWS
• Provide post-migration optimization recommendations (AI, automation, analytics)

5. Stakeholder & Delivery Management

• Act as a trusted advisor to business and technical stakeholders
• Collaborate with cross-functional teams (engineering, CX, operations)
• Provide regular status updates, risks, and mitigation plans
• Support training and change management for end users

Qualifications

• 10+ years of experience in contact center technologies / CCaaS platforms
• Hands-on experience with Xima Software (configuration, reporting, integrations)
• Proven experience migrating to Amazon Connect (at least 1–2 full implementations)
• Strong understanding of:
  • IVR design and call routing strategies
  • Contact center KPIs (AHT, CSAT, SLA, etc.)
• Experience with AWS services:
  • Lambda, S3, API Gateway, DynamoDB (preferred)
• Strong consulting and stakeholder communication skills

Preferred Qualifications

• AWS certifications (e.g., AWS Solutions Architect, AWS Connect Specialty if available)
• Experience with Amazon Lex , AI/automation in contact centers
• Prior experience in healthcare or regulated industries (aligns with Augusta’s MedTech focus)
• Exposure to omnichannel CX platforms (Genesys, Five9, NICE, etc.)