Job DescriptionJob DescriptionTitle: Amazon Connect Specialist
Type: 100% Remote
Location: Toronto, ON / Canada (Remote)
Duration: 4-Month Contract

Introduction

We are looking for an experienced specialist to support a large-scale Contact Centre Transformation program. The successful candidate will be responsible for configuring, implementing, optimizing, and supporting enterprise environments.

Required Skills & Qualifications

- 5 years of Contact Centre technology experience.
- 3 years of hands-on experience with Amazon Connect.
- Experience implementing enterprise Contact Centre or CCaaS solutions.
- Strong understanding of IVR, call routing, queues, telephony, and omnichannel Contact Centre environments.
- Experience working within Agile delivery teams.

Preferred Skills & Qualifications

- Amazon Lex / Conversational AI experience
- AWS Bedrock or Agentic AI exposure
- Financial services experience
- AWS certifications
- Experience migrating from Genesys, Cisco, Avaya, NICE, or similar platforms

Day-to-Day Responsibilities

- Configure, implement, and support enterprise environments.
- Design and maintain Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, Prompts,



and Agent configurations.
- Build and optimize IVR and intelligent call-routing solutions.
- Integrate with AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, SNS/SQS, and EventBridge.
- Support integrations with CRM, authentication, and enterprise applications through REST APIs.
- Implement and support conversational experiences where required.
- Troubleshoot call quality, routing, Contact Flow, integration, and production issues.
- Support testing, deployment, cutover, and production-readiness activities.
- Monitor Contact Centre performance and identify opportunities to improve reliability and customer experience.
- Collaborate with architects, developers, QA teams, and business stakeholders.
- Document configurations, technical designs, and operational procedures.

Company Advantages & Culture

- Supportive and collaborative work environment.
- Opportunities for professional growth and development.
- Flexible working arrangements.

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

📌 Amazon Connect Specialist (Toronto)
🏢 Artech
📍 Toronto