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Amazon Connect CX Consultant with AI/ML

Remote in Poland
Solution Architecture& 3 others
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We are seeking an Amazon Connect CX Consultant with AI/ML expertise to join the design phase of a contact center transformation initiative. Working alongside a GenAI/Agentic AI lead and Conversational Designer, this role owns the platform integration layer — configuring AI-native Connect services and building the colleague-facing AI experience.

Responsibilities
  • Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows
  • Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff
  • Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation
  • Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration
  • Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop
  • Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs
  • Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams
Requirements
  • 7+ years of experience in software development
  • 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
  • Expertise in Amazon Lex and NLU intent routing within Contact Flows
  • Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs
  • Background in operational CCaaS, including queue management, routing, and supervisor tooling
  • Proficiency in English at a B2+ level
Nice to have
  • Experience with Connect AI Agents / NLX (ACXD)
  • Familiarity with Amazon Q in Connect
  • Background in financial services or other regulated industries
  • Knowledge of bilingual design patterns (EN/FR)