Contact Center Transformation Consulting Analyst – Amazon Connect | Manila
Job Details:You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.
Analyst / Consultant 2 – 9 years of experience
- Engage with clients to conduct requirement workshops, analyze business processes, and translate needs into technical and functional designs.
- Contribute to the design, configuration, and implementation of Amazon Connect–based contact center solutions across industries.
- Design and implement contact flows, IVR logic, routing, and automation frameworks using Amazon Connect and AWS services such as Lambda, Lex, S3, DynamoDB, and CloudWatch.
- Integrate Amazon Connect with enterprise systems such as Salesforce, ServiceNow, and chatbot/AI platforms through APIs or middleware.
- Collaborate with solution architects and functional leads to define architecture blueprints, documentation, and implementation roadmaps.
- Develop and present proofs of concept, demos, and accelerators to demonstrate value and differentiation in client engagements.
- Support cloud transformation and journey-to-cloud initiatives for large contact center modernization programs.
- Contribute to practice development by building reusable assets, accelerators, and sharing delivery best practices across the global network.
Bring your best skills forward to excel at the role:
- Minimum 2 years of hands-on experience designing, configuring, and implementing Amazon Connect solutions.
- Strong understanding of AWS Cloud services relevant to contact center solutions (Lambda, Lex, S3, DynamoDB, CloudWatch, IAM).
- Knowledge of contact center technologies—IVR, ACD, CTI, call routing, and omnichannel capabilities. Experience integrating Amazon Connect with CRM or ITSM platforms such as Salesforce or ServiceNow via APIs or middleware.
- Foundational knowledge of cloud security, networking, and identity management principles.
- Strong analytical, problem-solving, and client-facing consulting skills.
- Ability to work effectively in global, distributed, cross-functional teams.
- AWS certifications (e.g., AWS Certified Cloud Practitioner or Solutions Architect – Associate) preferred.
Hands-on experience designing, configuring, and implementing Amazon Connect solutions.
- Experience integrating Amazon Connect with CRM or ITSM platforms such as Salesforce or ServiceNow via APIs or middleware.
Whats in it for you?
- An opportunity to work on transformative projects with key G2000 clients ·
- Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
- Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
- Open for cross-country relocation
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