Amazon Connect Consultant

Slalom-posted 12 days ago
Full-time • Mid Level
Hybrid • Nashville, TN
5,001-10,000 employees
Professional, Scientific, and Technical Services
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As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies. Our Amazon Connect experts excel in driving customer transformation through the development of commercial strategies, distinctive experiences, and the application of digital technologies. This role offers an exciting opportunity to work on diverse sales pursuits and projects, ranging from contact center migrations to the integration of advanced AI-driven capabilities. We are seeking a passionate Amazon Connect Consultant or Senior Consultant to join our team.

  • Provide Amazon Connect technical and functional expertise to sales teams, project teams, and customers.
  • Participate and support business development discussions and opportunities to help identify the needs of Slalom customers, with the ability to architect and recommend optimal solutions to solve those needs.
  • Lead the implementation of Contact Center Transformation solutions that meet business requirements, leveraging Amazon Connect and other AWS services.
  • Develop implementation estimates and plans for all phases of the delivery lifecycle, including development, testing, training, deployment, and post-production support.
  • Support the development of Amazon Connect case studies, demos, and training materials.
  • Oversee preparation of technical documentation, including architecture diagrams, deployment guides, and user manuals.
  • Lead training and support to client teams as needed.
  • Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities.
  • Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives.
  • Experience in designing, implementing, and supporting complex contact center solutions, with extensive hands-on experience with Amazon Connect, AWS services (e.g., Lex, Lambda, S3, DynamoDB, CloudFormation), and related technologies.
  • 3+ years of consulting experience, and/or equivalent experience working with stakeholders to understand and achieve business goals.
  • Strong understanding of contact center concepts and technologies, such as IVR, ACD, call routing, quality and workforce management.
  • Subject matter expertise of common service metrics and how to assist customers in understanding the importance of/defining their own KPIs
  • Excellent problem-solving skills and ability to troubleshoot complex technical issues.
  • Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences.
  • Active AWS certifications or ability to achieve relevant certifications upon hire.
  • Proficiency in programming/scripting languages, such as Python, JavaScript, or Java.
  • Familiarity with Salesforce Service Cloud and/or ServiceNow.
  • Excellent business and interpersonal skills that can be used to step into any industry and support the identification of real business needs.
  • Experience in leading and/or supporting conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents).
  • Strong oral and written communication skills; including, presenting, meeting facilitation, and problem-solving skills.
  • Capable of leading and/or supporting workshops or meetings virtually or in person.
  • Skilled at being a team player with experience on large scale/enterprise implementations with multiple workstreams.
  • Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability.
  • We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.
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