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.)