Title: Routing Specialist – Amazon Connect

Duration: 4 Months

Location: Canada (Hybrid/Remote)

Introduction

We are seeking an experienced Routing Specialist to design, configure, and optimize complex routing solutions within an enterprise Amazon Connect environment. This role will focus heavily on Contact Flows, queues, routing profiles, skills-based routing, IVR logic, and customer-to-agent routing strategies to deliver efficient and scalable Contact Centre experiences.

Required Skills & Qualifications (Must-have qualifications that candidates must meet to be considered)

- 5 years of Contact Centre/IVR experience.
- Strong hands-on experience with Amazon Connect routing and Contact Flows.
- Experience designing complex enterprise call-routing strategies.
- Strong understanding of IVR, ACD, queues, agent routing, and telephony concepts.
- Experience supporting enterprise Contact Centre environments.
- Prior work experience at client or in client's Industry

Preferred Skills & Qualifications (Nice-to-have skills but are not required)

- Experience with Genesys, Cisco, Avaya, NICE or similar Contact Centre platforms.
- Contact Centre migration experience.
- Financial services/banking experience.
- Conversational AI experience.
- AWS certifications.

Day-to-Day Responsibilities (key tasks and expectations for the role)





- Design and configure sophisticated Amazon Connect routing strategies.
- Develop and maintain Contact Flows, Queues, Routing Profiles, Transfer flows, Customer queue flows, Hours of Operation, Quick Connects.
- Design skills-based and intelligent routing strategies.
- Develop routing logic based on customer intent, agent skills, customer profile, business priority, queue availability, and hours of operation.
- Optimize call distribution, queue performance, and agent utilization.
- Integrate routing logic with AWS Lambda and enterprise APIs.
- Support IVR and Amazon Lex integrations for intent-based routing.
- Troubleshoot routing failures, queue issues, transfer problems, and Contact Flow errors.
- Analyze routing performance and recommend improvements.
- Support migration from legacy Contact Centre routing platforms to Amazon Connect.
- Work with architects, developers, operations, and business teams to translate routing requirements into technical solutions.
- Support UAT, production deployment, and post-production troubleshooting.

Company Perks & Culture

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Inclusive and dynamic work environment.

For immediate consideration please click APPLY to begin the screening process with Alex.

📌 Routing Specialist – Amazon Connect (Toronto)
🏢 Artech
📍 Toronto