Description
We are looking for an experienced Amazon Connect Provisioner to lead the implementation and coordination of our contact center infrastructure using Amazon Connect.
This role goes beyond configuration; you will be responsible for owning the end-to-end setup, guiding the integration of Amazon Connect into our operations, and working cross-functionally to ensure a successful rollout.
You will act as the subject matter expert, defining best practices, driving system architecture decisions, and ensuring the platform is scalable, efficient, and aligned with business needs.
What you will be doing
Implementation Ownership & Coordination
- Lead the end-to-end implementation of Amazon Connect within the organization
- Define architecture, setup strategy, and deployment roadmap
- Coordinate with internal stakeholders (operations, IT, leadership) to gather requirements
- Act as the primary point of contact for all Amazon Connect-related initiatives
- Ensure alignment between business needs and technical solutions
Amazon Connect Provisioning & Design
- Configure and manage Amazon Connect instances, users, queues, and routing profiles
- Design and optimize contact flows based on customer experience goals
- Set up telephony, routing logic, and operational workflows
- Establish best practices for system structure, naming conventions, and scalability
System Integration
- Lead integrations with AWS services (Lambda, S3, DynamoDB, etc.)
- Coordinate and implement CRM and third-party integrations (e.g., Salesforce, Zendesk, APIs)
- Work closely with developers or vendors when needed to ensure seamless connectivity
Optimization & Continuous Improvement
- Monitor system performance and recommend improvements
- Identify automation opportunities to streamline operations
- Continuously refine call flows, routing strategies, and reporting capabilities
Documentation & Enablement
Create clear documentation for system architecture and configurations
Train internal teams on system usage and best practices
Establish processes for ongoing maintenance and scalability
Requirements
Our ideal candidate:
Technical Profile
- 3+ years of experience with Amazon Connect or similar CCaaS platforms
- Strong understanding of AWS ecosystem (Lambda, IAM, S3, CloudWatch)
- Proven experience leading implementations or system rollouts
- Solid knowledge of contact flow design and telephony systems (IVR, routing logic)
- Experience with API integrations and system architecture
Professional Profile
- Strong sense of ownership and accountability
- Ability to translate business needs into technical solutions
- Excellent stakeholder management and communication skills
- Highly organized with the ability to drive initiatives independently
- Strategic thinker with hands-on execution capability
Preferred Experience
- AWS certifications (Solutions Architect, Developer, or related)
- Experience integrating contact center platforms with CRMs
- Background in contact center operations or CX strategy
- Experience working in remote, cross-functional environments
Benefits
💙 Why You’ll Love Working With Us:
- Fully Remote: Work from anywhere — no office required 🌍
- High Ownership Role: Real impact on systems and operations
- Long-Term Opportunity: Grow with a scaling organization
- Competitive Compensation: Based on experience and expertise
- Career Growth: Build mission-critical systems, not just features
- Autonomy: Lead architecture, automation, and system design
At Voxidea-Stafi, we’re not just offering jobs—we’re offering opportunities to grow and thrive in your career. Imagine being part of a dynamic team that values your skills, provides ongoing support, and connects you with incredible clients, primarily law firms, who rely on your expertise to excel.
Here’s why working with us is a game-changer:
- Holistic Support: Access our in-house psychologist to help you balance work and life effectively.
- Skill Development: Choose from over 200 on-demand courses to sharpen your expertise or learn something new.
- Coaching & Growth: Benefit from our experienced coaches, language specialists, and IT support team, who are dedicated to helping you succeed.
- Career Opportunities: Work with prestigious clients, primarily law firms, in a role that matches your skills and ambitions.
- Supportive Environment: You’re never alone at Stafi. Our team is here to ensure you succeed, with training, resources, and a clear path to advancement.
At Voxidea, we believe in empowering our team with the resources they need to thrive. Join us, and let’s achieve great things together!