AWS Connect SME

About Company

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction. Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters .

Job Title: AWS Connect SME

Location : Dallas, TX (Onsite )  

Rate : $75/hr on c2c

Job Description:

Role Overview

We are seeking an experienced AWS Connect Subject Matter Expert SME to support a strategic discovery and transformation engagement for the customer The SME will partner closely with the Architect to assess the customers existing contact center landscape identify automation and AIled opportunities and codevelop a comprehensive implementation roadmap leveraging Amazon Connect and the broader AWS AIML ecosystem

Key Responsibilities

Collaborate with the Architect and customer stakeholders to understand the current contact center CX landscape telephony stack integrations and pain points
Conduct discovery workshops to capture functional and nonfunctional requirements
Assess feasibility of migratingmodernizing legacy contact center platforms Avaya Genesys Cisco UCCEUCCX etc to Amazon Connect
Identify opportunities for Automation GenAI and Conversational AI Amazon Lex Amazon Q Contact Lens Amazon Bedrock integrations
Define targetstate architecture covering IVR flows omnichannel routing agent workspace WFM analytics and CRM integrations Salesforce ServiceNow Dynamics etc
Develop a phased implementation roadmap with effort estimates risks and dependencies
Contribute to solution proposals BoMs and customerfacing presentations
Participate in daily standups and customerfacing discussions as required
Required Skills Experience

6-10 years of overall experience in contact center CX domain with 3 years handson with Amazon Connect
Strong understanding of Amazon Connect core services Contact Flows Routing Profiles Queues Quick Connects Tasks Customer Profiles Voice ID Contact Lens
Handson experience with Amazon Lex V2 Lambda Kinesis DynamoDB S3 CloudWatch Pinpoint and Amazon Q in Connect
Experience integrating Amazon Connect with CRMs Salesforce Service Cloud ServiceNow MS Dynamics and WFM tools NICE Verint Calabrio
Knowledge of telephony concepts SIP DIDTollfree SBCs number porting
Exposure to GenAI Conversational AI use cases in contact centers agent assist call summarization sentiment analysis selfservice automation
Familiarity with AWS security IAM VPC and compliance frameworks HIPAA PCIDSS GDPR
Strong consultative workshop facilitation and customerengagement skills
Preferred Good to Have

AWS Certified Solutions Architect AssociateProfessional or Amazon Connect specialty experience
Prior experience in discovery advisory engagements and roadmap creation
Experience in Real Estate Facilities Management industry customer context is a plus
Exposure to CCaaS migration programs from legacy platforms to Amazon Connect
 

Deliverables Discovery Phase

Current state assessment document
Opportunity use case catalog Automation AI
Target state architecture solution blueprint
Phased implementation roadmap with effort cost estimates
Executive readout deck for customer stakeholders
 

Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment