AWS Connect Consultant

Overview:

Part-time, 1 month with possible extension to 2 months, must be based in US

Cloudwick is seeking an experienced AWS Connect Consultant to lead the design and implementation of a cloud-based contact center solution for a California state agency. This role requires a hands-on specialist who can work directly with department stakeholders to gather requirements, architect an AWS Connect solution, and integrate it with the client's ServiceNow environment.

The AWS Connect platform will serve as a centralized help desk phone line for multiple internal departments including IT, and other operational units. The solution must integrate with ServiceNow to automatically populate caller information and document call interactions.

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Key Responsibilities

Requirements Gathering & Discovery

• Conduct discovery sessions with department stakeholders (IT, etc.) to document call center requirements
• Define call flows, IVR menus, queue configurations, and routing logic for each department
• Document hours of operation, staffing requirements, and escalation procedures
• Identify reporting and analytics requirements for call center operations

AWS Connect Implementation

• Design and configure AWS Connect instance including contact flows, queues, and routing profiles
• Set up phone numbers, agent profiles, and security configurations
• Configure IVR prompts, hold music, and caller experience elements
• Implement call recording, real-time monitoring, and historical reporting

ServiceNow Integration

• Integrate AWS Connect with ServiceNow Cloud Call Center (CCC) module
• Configure screen pop functionality to display caller information from ServiceNow
• Enable automatic call logging and interaction records within ServiceNow
• Coordinate with the ServiceNow implementation partner on integration requirements

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Required Qualifications

• 3+ years of hands-on experience with AWS Connect design and implementation
• Proven experience building contact flows, IVR systems, and queue configurations
• Strong understanding of telephony concepts and contact center operations
• Experience integrating AWS Connect with third-party applications (ServiceNow preferred)
• AWS certifications relevant to Connect or Solutions Architecture
• Excellent communication skills with ability to gather requirements from non-technical stakeholders
• Self-directed with ability to manage engagements from discovery through go-live

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Nice to Have

• Experience with ServiceNow Cloud Call Center (CCC) moduleBackground working with government or public sector clients
• Familiarity with AWS Lambda, Lex, or other AWS services for enhanced contact center capabilities
• Knowledge of healthcare or emergency services operations

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Expected Deliverables

• Requirements documentation capturing call flows and configurations for each department
• AWS Connect solution design document and architecture diagrams
• Fully configured AWS Connect instance with tested contact flows and integrations
• ServiceNow integration enabling caller lookup and automatic call logging
• Agent and administrator training documentation
• Knowledge transfer and operational handoff to client team

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About Cloudwick

Cloudwick Technologies is a data and AI consulting firm specializing in cloud-native data platforms, analytics, and enterprise solutions. We partner with government agencies and healthcare organizations to deliver secure, scalable technology implementations. Our Professional Services team brings deep expertise in AWS, data engineering, and system integration to help clients modernize their operations.

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How to Apply

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