002ACH - Contact Center Consultant
Name of the position: Contact Cente Consultant
Location: Coimbatore/Chennai/Bengaluru/Remote
Mode: Contract (3 Months)
Years of experience: 8+ Years
Shift: UK shift
Overview
We are seeking a highly experienced Contact Center Consultant with deep expertise in Xima Software and proven experience in migrating legacy or third-party contact center platforms to Amazon Connect.This role will be instrumental in leading end-to-end transformation initiatives, helping clients modernize their customer experience platforms by transitioning to a scalable, cloud-native contact center architecture on AWS.Key Responsibilities
1. Assessment & Strategy
- Assess current-state architecture of Xima-based contact center environments
- Conduct gap analysis and define migration strategy to Amazon Connect
- Develop target-state architecture aligned with business, CX, and compliance requirements
- Engage with CIO/CTO and business stakeholders to align transformation roadmap
2. Migration & Implementation
- Lead end-to-end migration from Xima to Amazon Connect, including:
- Contact flows (IVR) redesign
- Call routing logic and queue configurations
- 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 business disruption during cutover
3. Integration & Ecosystem Enablement
- Integrate Amazon Connect with enterprise systems:
- CRM platforms (Salesforce, etc.)
- Ticketing systems
- Data platforms / analytics tools
- Design and implement APIs and middleware for seamless data exchange
- 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. where applicable)
- Cost optimization on AWS
- Provide post-migration optimization recommendations (AI, automation, 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 status updates, risks, and mitigation plans
- Support training and change management for end users
Required Qualifications
- 10+ years of experience in contact center technologies / CCaaS platforms
- Hands-on experience with Xima Software (configuration, reporting, integrations)
- Proven experience migrating to Amazon Connect (at least 1–2 full implementations)
- 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 (preferred)
- Strong consulting and stakeholder communication skills
Preferred Qualifications
- AWS certifications (e.g., AWS Solutions Architect, AWS Connect Specialty if available)
- Experience with Amazon Lex, AI/automation in contact centers
- Prior experience in healthcare or regulated industries (aligns with Augusta’s MedTech focus)
- Exposure to omnichannel CX platforms (Genesys, Five9, NICE, etc.)