Contact Center Transformation Consulting Analyst

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

Originally posted on Himalayas