Amazon Connect Implementation Specialist

Amazon Connect Consultant

5-6 roles

100% Remote

Oxford s client is seeking an Amazon Connect Implementation Specialist to support the foundational launch of Amazon Connect for a large insurance provider. The specialist will work closely with AWS and customer teams to design, implement, and optimize the Amazon Connect framework within a non-production environment. The role will include providing architectural guidance, migration support, and building key capabilities to enable scalable, efficient, and transparent communications solutions

Key Responsibilities:
• Collaborate with AWS and customer teams to design and implement an Amazon Connect instance, following AWS infrastructure best practices.
• Assist with the migration of existing Cisco-based telephony services to Amazon Connect as part of a data center shutdown project.
• Implement selective voicemail capabilities with intelligent message routing and tracking, tailored for individual agents.
• Develop and deploy a mobile solution to support field personnel with real-time transparency, performance metrics, and monitoring.
• Build an internal proof-of-concept (POC) for an AWS-Carrier integrated Mobility Fixed-Mobile Convergence (FMC) solution.
• Provide ongoing advice and best practices for Amazon Connect configuration, rollout, and agent onboarding.
• Troubleshoot and resolve technical issues during implementation and assist with knowledge transfer to customer teams.

Required Qualifications:
• Strong experience with Amazon Connect architecture, design, and deployment.
• Knowledge of AWS services, and best practices related to cloud contact center solutions.
• Hands-on experience migrating telephony systems (Cisco to AWS Connect experience preferred).
• Familiarity with building and supporting mobile solutions for field teams, including monitoring and reporting functionalities.
• Understanding of Fixed-Mobile Convergence (FMC) concepts and AWS-Carrier integration models.
• Excellent communication, documentation, and stakeholder management skills.