Amazon CTI Consultant

We are hiring an Amazon Connect Consultant to work on a cloud contact center transformation for one of our major fintech clients. This role requires strong hands-on experience with Amazon Connect and a solid background in CTI consulting.

The ideal candidate should have played a consulting role in previous CTI modernization or migration projects and must be confident working with both technical teams and business stakeholders.

Required Experience :

Minimum 7 years total experience in contact center / CTI space

3+ years of hands-on experience with Amazon Connect

Proven experience working in a consulting role for CTI transformation projects

Strong knowledge of Amazon Connect features : contact flows, routing, queues, agent setup

Experience integrating Amazon Connect with CRMs like Salesforce or Zendesk

Good understanding of AWS services : Lambda, DynamoDB, S3, CloudWatch

Basic scripting with Node.js or Python

Experience in building or enhancing IVRs using Amazon Lex

Comfortable working independently in a client-facing environment

Nice to Have :

Exposure to Cisco, Avaya, Genesys (legacy CTI systems)

AWS certification

Knowledge of SIP, VoIP, or WebRTC

Experience with Amazon Connect Tasks, Contact Lens, Wisdom

Responsibilities :

Lead the setup and configuration of Amazon Connect environments

Work with business teams to gather requirements and translate them into technical designs

Build backend integrations using AWS Lambda and REST APIs

Integrate Amazon Connect with CRM and support systems

Support user testing, deployment, and documentation

Troubleshoot issues and improve existing contact flows