Location: REMOTE / Canada/US, N/A
This job allows you to work remotely.
Role Overview & Summary
Owns the routing and call flow design for Amazon Connect implementations, translating complex business requirements into robust routing configurations, queue structures, skills-based routing logic, transfer scenarios, and broader customer journey user stories.
Core Responsibilities
Own end-to-end routing and call flow design across migration streams.
Translate business requirements into functional Amazon Connect routing configurations.
Architect and establish queue structures and advanced skills-based routing logic.
Design complex transfer scenarios and map out customer journey user stories.
Must Have Skills:
Required Skills & Experience
Deep expertise in Amazon Connect routing architecture and configuration.
Proven track record in translating business requirements into technical contact flow frameworks.
Strong background in designing skills-based routing, queue hierarchies, and transfer logic.
