Amazon Connect CX Consultant with AI/ML

We are seeking an Amazon Connect CX Consultant with AI/ML expertise to join the design phase of a contact center transformation initiative. Working alongside a GenAI/Agentic AI lead and Conversational Designer, this role owns the platform integration layer - configuring AI-native Connect services and building the colleague-facing AI experience.

Responsibilities

• Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows
• Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff
• Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation
• Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration
• Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop
• Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs
• Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams

Requirements

• 7+ years of experience in software development
• 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
• Expertise in Amazon Lex and NLU intent routing within Contact Flows
• Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs
• Background in operational CCaaS, including queue management, routing, and supervisor tooling
• Proficiency in English at a B2+ level

Nice to have

• Experience with Connect AI Agents / NLX (ACXD)
• Familiarity with Amazon Q in Connect
• Background in financial services or other regulated industries
• Knowledge of bilingual design patterns (EN/FR)