Website:
appzime.com
Job details:
Job Description: Contact Center Consultant (Amazon Connect)Experience: 8+ Years
Shift: UK Shift
Location: Remote
Job OverviewWe are seeking a highly experienced Contact Center Consultant with strong expertise in Xima Software and a proven track record of migrating legacy or third-party contact center platforms to Amazon Connect.
This role is critical in driving end-to-end transformation initiatives, helping organizations modernize their customer experience (CX) platforms using scalable, cloud-native AWS solutions.
Key Responsibilities1. Assessment & Strategy- Evaluate current-state architecture of Xima-based contact center environments
- Conduct gap analysis and define migration strategies to Amazon Connect
- Design target-state architecture aligned with business, CX, and compliance requirements
- Collaborate with CIO/CTO and business stakeholders to define transformation roadmaps
2. Migration & Implementation- Lead end-to-end migration from Xima to Amazon Connect, including:
- IVR (contact flow) redesign
- Call routing logic and queue configuration
- Data migration and integration mapping
- Configure Amazon Connect components:
- Contact flows, queues, routing profiles
- Amazon Lex bots (if applicable)
- Real-time and historical reporting
- Ensure minimal disruption during migration and smooth cutover
3. Integration & Ecosystem Enablement- Integrate Amazon Connect with enterprise systems such as:
- CRM platforms (e.g., Salesforce)
- Ticketing systems
- Data and analytics platforms
- Design and implement APIs and middleware for seamless integration
- Enable omnichannel capabilities (voice, chat, messaging)
4. Optimization & Governance- Define KPIs and dashboards for performance monitoring
- Implement best practices for:
- Security & compliance (HIPAA, SOC2, etc.)
- AWS cost optimization
- Drive post-migration enhancements using AI, automation, and analytics
5. Stakeholder & Delivery Management- Act as a trusted advisor to business and technical stakeholders
- Collaborate with cross-functional teams (engineering, CX, operations)
- Provide regular updates on project progress, risks, and mitigation plans
- Support training and change management initiatives
Required Skills & Qualifications- 8+ years of experience in contact center technologies / CCaaS platforms
- Hands-on experience with Xima Software (configuration, reporting, integrations)
- Proven experience in Amazon Connect implementations (1–2 end-to-end migrations)
- Strong understanding of:
- IVR design and call routing strategies
- Contact center KPIs (AHT, CSAT, SLA, etc.)
- Experience with AWS services:
- Lambda, S3, API Gateway, DynamoDB
- Strong consulting, communication, and stakeholder management skills
Preferred Qualifications- AWS certifications (e.g., Solutions Architect, Amazon Connect Specialty)
- Experience with Amazon Lex and AI-driven automation
- Exposure to omnichannel CX platforms (Genesys, Five9, NICE, etc.)
- Experience in healthcare or regulated industries
Key Traits- Strong problem-solving and analytical mindset
- Ability to thrive in a fast-paced, client-facing environment
- Excellent communication, leadership, and interpersonal skills
Interested candidates can share their resume at shobha.jain@appzime.com
Click on Apply to know more.