This role focuses on developing advanced AI-driven IVR solutions within Amazon Connect. You will be instrumental in prompt engineering, integrating agent assist features, and setting up screen pops. A key aspect involves validating prompt logic and ensuring high code quality, while also contributing to operational runbooks for deployment and ongoing support of AI-powered contact center systems.

Drive end-to-end ownership of cloud-based contact center transformation projects, leveraging platform-led solutions across enterprise environments. Lead proposal responses to client RFPs and RFIs, ensuring a continuous pipeline of strategic opportunities. Collaborate with market leaders to identify client needs and align capability development. Build and expand the practice through talent acquisition and team mentoring. Deliver complex contact center transformation programs, engaging with clients for solution design, requirement analysis, and backlog grooming.

Possess a minimum of 3 years of hands-on experience with Amazon Connect Contact Center. Experience working on large-scale business or operational transformation projects is essential. A strong understanding of the contact center technology landscape and AWS Cloud platform is required. Deep expertise in Amazon Connect product features and related AWS services such as Lex, Pinpoint, Transcribe, and Comprehend is necessary. Proficiency in APIs and building integrations with platforms like Salesforce, Service Now, and bot platforms is also a key requirement. Excellent communication and program management skills are expected.