Amazon Connect Specialist

Title: Amazon Connect Specialist
Type: 100% Remote
Location:Toronto, ON / Canada (Remote)
Duration: 4-Month Contract 

Introduction

We are looking for an experienced specialist to support a large-scale Contact Centre Transformation program. The successful candidate will be responsible for configuring, implementing, optimizing, and supporting enterprise environments.

Required Skills & Qualifications

• 5 years of Contact Centre technology experience.
• 3 years of hands-on experience with Amazon Connect.
• Experience implementing enterprise Contact Centre or CCaaS solutions.
• Strong understanding of IVR, call routing, queues, telephony, and omnichannel Contact Centre environments.
• Experience working within Agile delivery teams.

Preferred Skills & Qualifications

• Amazon Lex / Conversational AI experience
• AWS Bedrock or Agentic AI exposure
• Financial services experience
• AWS certifications
• Experience migrating from Genesys, Cisco, Avaya, NICE, or similar platforms

Day-to-Day Responsibilities 

• Configure, implement, and support enterprise environments.
• Design and maintain Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, Prompts, and Agent configurations.
• Build and optimize IVR and intelligent call-routing solutions.
• Integrate with AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, SNS/SQS, and EventBridge.
• Support integrations with CRM, authentication, and enterprise applications through REST APIs.
• Implement and support conversational experiences where required.
• Troubleshoot call quality, routing, Contact Flow, integration, and production issues.
• Support testing, deployment, cutover, and production-readiness activities.
• Monitor Contact Centre performance and identify opportunities to improve reliability and customer experience.
• Collaborate with architects, developers, QA teams, and business stakeholders.
• Document configurations, technical designs, and operational procedures.

Company Benefits & Culture

• Supportive and collaborative work environment.
• Opportunities for professional growth and development.
• Flexible working arrangements.

For immediate consideration please click APPLY to begin the screening process with Alex.