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AWS Connect SME

GalentDallas, TX🇺🇸United StatesPosted 15 Jul 2026

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

Job Title: AWS Connect SME
Location: Dallas, TX (Onsite)
Job Summary
  • Experienced AWS Connect Subject Matter Expert (SME) to support a strategic discovery and transformation engagement.
  • Partner with architects and stakeholders to assess contact center environments, identify automation and AI opportunities, and develop an implementation roadmap leveraging Amazon Connect and AWS AI/ML services.
Key Responsibilities
  • Collaborate with architects and stakeholders to understand current contact center landscape, telephony stack, integrations, and challenges.
  • Conduct discovery workshops to capture functional and non-functional requirements.
  • Assess feasibility of migrating and modernizing legacy contact center platforms (Avaya, Genesys, Cisco UCCE/UCCX) to Amazon Connect.
  • Identify opportunities for automation, GenAI, and conversational AI (Amazon Lex, Amazon Q, Contact Lens, Amazon Bedrock).
  • Define target-state architecture including IVR flows, omnichannel routing, agent workspace, WFM, analytics, and CRM integrations (Salesforce, ServiceNow, Dynamics).
  • Develop phased implementation roadmap with effort estimates, risks, and dependencies.
  • Contribute to solution proposals, Bills of Materials (BoMs), and customer-facing presentations.
  • Participate in standups and customer discussions.
Required Skills
  • 6 10 years of experience in contact center / CX domain with at least 3 years of hands-on Amazon Connect experience.
  • Strong expertise in Amazon Connect core services: Contact Flows, Routing Profiles, Queues, Quick Connects, Tasks, Customer Profiles, Voice ID, Contact Lens.
  • Hands-on experience with Amazon Lex V2, Lambda, Kinesis, DynamoDB, S3, CloudWatch, Pinpoint, and Amazon Q in Connect.
  • Experience integrating Amazon Connect with CRM platforms (Salesforce Service Cloud, ServiceNow, Microsoft Dynamics) and WFM tools (NICE, Verint, Calabrio).
  • Knowledge of telephony concepts including SIP, DID/Toll-free, SBCs, and number porting.
  • Exposure to GenAI and conversational AI use cases (agent assist, call summarization, sentiment analysis, self-service automation).
  • Familiarity with AWS security (IAM, VPC) and compliance frameworks (HIPAA, PCI-DSS, GDPR).
  • Strong stakeholder engagement and workshop facilitation skills.
  • Mandatory: Amazon WorkSpaces End User Computing.
Preferred Skills
  • AWS Certified Solutions Architect (Associate/Professional) or Amazon Connect specialization.
  • Experience in discovery/advisory engagements and roadmap creation.
  • Experience in real estate or facilities management industry.
  • Exposure to CCaaS migration programs to Amazon Connect.
Qualifications
  • Proven experience delivering discovery artifacts including:
    • Current-state assessment documentation
    • Opportunity/use-case catalog (automation and AI)
    • Target-state architecture and solution blueprint
    • Phased implementation roadmap with estimates
    • Executive stakeholder presentation materials
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
_RighttoWorkPoster.pdf

Skills

DynamoDB
AWS
Salesforce
CRM
Compliance
Avaya
GDPR
Genesys
Salesforce Service Cloud
HIPAA
ServiceNow

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