Amazon Connect Senior Consultant, Technical Transformation

Deloitte • San Francisco, CA • 3h ago

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce

Recruiting for this role ends on December 31, 2026.

Work you'll do

As an Amazon Connect technical Senior Consultant, you'll be a hands-on contributor and workstream lead for designing, configuring, and building Amazon Connect contact center capabilities. You'll translate requirements into contact flows and integrations, partner closely with client stakeholders and project leadership, and help coordinate day-to-day delivery with onshore/offshore developers. You'll apply AWS best practices to produce secure, reliable solutions and support testing, releases, and early-life stabilization. Key responsibilities include:

Design and build Amazon Connect solutions (contact flows, routing/queues, IVR, prompts, hours/holiday logic)

Develop integrations using AWS services (e.g., Lambda, API Gateway, DynamoDB/S3, Lex) and enterprise systems (CRM/ITSM)

Own technical tasks from design through deployment (estimates, stories, documentation, unit testing)

Support sprint execution by managing dependencies and unblocking development across teams

Contribute to quality via code reviews, standards, monitoring/logging, and defect triage

Troubleshoot production issues and support release cutovers and post-go-live stabilization

Provide day-to-day client-facing technical guidance; contribute to proposals/solutioning as needed

A successful candidate would possess these skills:

Ability to work independently and collaborate as part of a team

Effective written and verbal communication skills

Meticulous attention to detail and quality of work product

Ability to build and sustain professional relationship

Ability to lead projects or workstreams

Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment

Strong interpersonal skills and professional demeanor

Ability to meet deadlines

Ability to provide clear guidance to others

The team

Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

Required

Minimum 6+ years of overall experience in IT/software delivery, including 3+ years delivering enterprise contact center or cloud solutions end-to-end

3+ years of hands-on Amazon Connect implementation experience (contact flows, routing/queues, IVR, integrations, testing and cutover)

2+ years leading a technical workstream or small delivery team (onshore/offshore) with accountability for scope, quality, and timelines

Bachelor's degree in Computer Science, Engineering, or equivalent work experience

Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve

Limited immigration sponsorship may be available

Preferred

Experience leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, SreviceNow, Oracle, or SAP.

Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, work force management, and artificial intelligence in customer service

Amazon Connect Chat and/or Tasks, outbound campaigns, and integration with CRM/ITSM platforms

Experience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)

Telephony/SIP and contact center migration experience

AWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect-specific training

Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,700 to $218,300.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Customer_US

SS_US

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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