Amazon Connect CX Consultant with AI/ML

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.

• 7+ years of experience in software development
• 5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reporting
• Expertise in Amazon Lex and NLU intent routing within Contact Flows
• Experience integrating Amazon Connect with external systems, including screen pops and SaaS APIs
• Background in operational CCaaS, including queue management, routing, and supervisor tooling
• Proficiency in English at a B2+ level

Nice to have:

• Experience with Connect AI Agents / NLX (ACXD)
• Familiarity with Amazon Q in Connect
• Background in financial services or other regulated industries
• Knowledge of bilingual design patterns (EN/FR)

• Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact Flows
• Build voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoff
• Configure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation
• Establish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integration
• Enable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent Desktop
• Integrate Amazon Connect with external systems, including screen pops and SaaS/REST APIs
• Coordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams