Job Description

Amazon Connect Solutions Consultant

Department: Operations

Employment Type: Permanent - Full Time

Location: Cape Town

Reporting To: Michael Sherlock

Description

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Amazon Connect Solutions Consultant .

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

The Amazon Connect Solutions Consultant is responsible for designing, developing, implementing, and supporting cloud-based contact centre solutions using Amazon Connect and the wider AWS platform. The role focuses on delivering seamless customer and agent experiences through the development of intelligent contact flows, integrations, automation, reporting capabilities, and omnichannel communication solutions.

Working closely with solution architects, business analysts, operations teams, and Sabio client stakeholders, the Amazon Connect Solutions Consultant transforms business requirements into scalable, secure, and resilient contact centre applications that improve customer engagement and operational efficiency.

The Amazon Connect Solutions Consultant will act as a technical lead within our Amazon Service Practice, providing leadership, direction, guidance and mentoring to other Amazon Connect Specialists. The Amazon Connect Solutions Consultant will also be the technical authority for approval solution designs and deployment approaches,

Key Responsibilities

Amazon Connect Development

• Design, build, and maintain Amazon Connect contact centre solutions.
• Create and manage contact flows, customer journeys, routing profiles, queues, and agent experiences.
• Develop inbound, outbound, callback, chatbot, webchat, email, and messaging solutions.
• Configure and support Contact Lens, Wisdom, Tasks, Cases, and Customer Profiles capabilities.
• Implement contact centre automation and self-service solutions.

Integration Development

• Develop integrations between Amazon Connect and enterprise systems including:
• CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow)
• Workforce Management solutions
• Knowledge Management platforms
• Payment gateways
• Third-party telephony services
• AI and conversational platforms
• Implement CTI and screen-pop functionality where required.

Customer Experience Enhancement

• Implement conversational AI and virtual assistant integrations.
• Develop intelligent routing and customer segmentation solutions.
• Enhance customer self-service capabilities.
• Support omnichannel engagement strategies.

Security and Compliance

• Apply AWS security best practices.
• Implement IAM permissions and role-based access controls.
• Support data protection and compliance requirements.
• Ensure encryption, auditing, and logging standards are maintained.

Operational Support

• Troubleshoot and resolve application and platform issues.
• Conduct root cause analysis for major incidents.
• Perform upgrades, enhancements, and optimization activities.
• Produce technical documentation and support knowledge transfer activities.

Leadership, Mentoring and Coaching

• Act as a technical lead for development workstreams, providing direction and guidance to development teams.
• Mentor and coach junior and mid-level specialists in Amazon Connect, AWS services and DevOps practices.
• Perform peer reviews of solution designs and deployment approaches to ensure quality and consistency.
• Drive technical excellence through the adoption of best practices, development standards, and automation frameworks.
• Support resource development, career progression, and succession planning within the Amazon Connect practice.
• Champion continuous improvement initiatives and contribute to the growth of organizational cloud and contact centre expertise.

Skills Knowledge and Expertise

• Extensive experience with Amazon Connect
• Extensive experience with AWS services i.e. Lambda, CloudWatch , API Gateway, DynamoDB, IAM , S3,
• Extensive experience with contact center standards and systems
• Strong understanding of CCaaS platforms and customer experience solutions
• Extensive experience in consultative business transformation projects across customer Contact Centre solutions

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

• Remote/Flexible work
• Discovery Medical Aid
• Connectivity Allowance
• 15 days paid holiday a year- (this includes three Sabio days)
• Momentum EAP

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.