Akkodis is seeking a Amazon Connect Consultant for a contract position with a client in Toronto, ON (Hybrid). Ideally looking for experience with scripting languages (e.g., Python, JavaScript) for customizing Amazon Connect functionality, experience in AWS Lambda, Amazon S3, Amazon DynamoDB, led the implementation of Amazon Connect contact center solutions, and Amazon RDS , telephony concepts, VoIP protocols, and CTI integrations preference would be someone with the required skills and experience, particularly in large organizations.

Title: Amazon Connect Consultant

Location: 350 Burnhamthorpe Road W Suite 700 Mississauga ON L5B 3J1 Canada

JD:

As an Amazon Connect Consultant, you will be responsible for designing, implementing, and providing ongoing support for Amazon Connect contact centers for our clients. Your primary focus will be to ensure that our clients have efficient, effective, and scalable contact center solutions tailored to their specific needs. You will work closely with clients to understand their business requirements, design appropriate contact center solutions, and oversee the implementation process. Additionally, you will provide ongoing support to ensure that the contact centers continue to meet the evolving needs of our clients.

Key Responsibilities:

1. Client Consultation:

• Collaborate with clients to understand their business objectives, contact center requirements, and operational processes.

• Conduct thorough assessments of clients' existing contact center infrastructure, identifying areas for improvement and optimization.

2. Solution Design:

• Design comprehensive Amazon Connect contact center solutions that align with clients' business objectives and requirements.

• Develop detailed technical designs, including call flows, routing strategies, integration with third-party systems, and data storage architecture.

3. Implementation:

• Lead the implementation of Amazon Connect contact center solutions, ensuring timely delivery and adherence to best practices.

• Configure Amazon Connect instances, including setting up queues, agents, routing profiles, and telephony integrations.

• Collaborate with cross-functional teams, such as developers and system administrators, to integrate Amazon Connect with clients' existing systems and applications.

4. Testing and Quality Assurance:

• Conduct thorough testing of the implemented solutions to ensure functionality, reliability, and scalability.

• Identify and resolve any issues or discrepancies during the testing phase, working closely with clients and internal teams.

5. Ongoing Support:

• Serve as the primary point of contact for clients' ongoing support needs related to Amazon Connect contact centers.

• Respond promptly to support requests, troubleshoot issues, and provide timely resolutions to ensure uninterrupted operation of contact center systems.

• Proactively monitor the performance and health of Amazon Connect instances, implementing optimizations and enhancements as needed.

6. Documentation and Reporting:

• Maintain accurate documentation of implemented solutions, configurations, and customizations.

• Generate regular reports on the performance, utilization, and effectiveness of Amazon Connect contact center solutions, providing insights and recommendations for improvement.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• Proven experience designing and implementing Amazon Connect contact center solutions.

• Knowledge of contact center analytics tools for performance monitoring and reporting a must.

• Proficiency in AWS services and technologies, with a focus on AWS Lambda, Amazon S3, Amazon DynamoDB, and Amazon RDS.

• Strong understanding of telephony concepts, VoIP protocols, and CTI integrations.

• Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams.

• Solid problem-solving skills, with a proactive and analytical approach to troubleshooting.

• Certification in Amazon Connect and AWS Solutions Architect is highly desirable.

Preferred Qualifications:

• Previous experience working as a consultant or solution architect in the contact center industry.

• Knowledge of Amazon Connect capabilities, including contact flows, queues, routing, and integration options.

• Experience with scripting languages (e.g., Python, JavaScript) for customizing Amazon Connect functionality.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change based on business needs.