Amazon Connect - Senior Consultant

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact.

What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days.

Job Title: Amazon Connect – Senior Consultant – Vacant Role - Toronto



Our Amazon Connect experts excel in driving customer transformation through the development of commercial strategies, distinctive experiences, and the application of digital technologies. This role offers an exciting opportunity to work on diverse sales pursuits and projects, ranging from contact center migrations to the integration of advanced AI-driven capabilities. We are seeking a passionate Amazon Connect Consultant or Senior Consultant to join our team.

What You’ll Do 

• Provide Amazon Connect technical and functional expertise to sales teams, project teams, and customers.
• Participate and support business development discussions and opportunities to help identify the needs of Slalom customers, with the ability to architect and recommend optimal solutions to solve those needs.
• Lead the implementation of Contact Center Transformation solutions that meet business requirements, leveraging Amazon Connect and other AWS services.
• Develop implementation estimates and plans for all phases of the delivery lifecycle, including development, testing, training, deployment, and post-production support.
• Support the development of Amazon Connect case studies, demos, and training materials.
• Oversee preparation of technical documentation, including architecture diagrams, deployment guides, and user manuals. 
• Lead training and support to client teams as needed.
• Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities.
• Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives.

What You’ll Bring 

• Experience in designing, implementing, and supporting complex contact center solutions, with extensive hands-on experience with Amazon Connect, AWS services (e.g., Lex, Lambda, S3, DynamoDB, CloudFormation), and related technologies.
• 3+ years of consulting experience, and/or equivalent experience working with stakeholders to understand and achieve business goals.
• Strong understanding of contact center concepts and technologies, such as IVR, ACD, call routing, quality and workforce management.
• Subject matter expertise of common service metrics and how to assist customers in understanding the importance of/defining their own KPIs
• Excellent problem-solving skills and ability to troubleshoot complex technical issues.
• Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences.
• Active AWS certifications or ability to achieve relevant certifications upon hire.
• Proficiency in programming/scripting languages, such as Python, JavaScript, or Java.
• Familiarity with Salesforce Service Cloud and/or ServiceNow.
• Excellent business and interpersonal skills that can be used to step into any industry and support the identification of real business needs.
• Experience in leading and/or supporting conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents). 
• Strong oral and written communication skills; including, presenting, meeting facilitation, and problem-solving skills. 
• Capable of leading and/or supporting workshops or meetings virtually or in person. 
• Skilled at being a team player with experience on large scale/enterprise implementations with multiple workstreams.

Hybrid/In office: We are hybrid but there are expectations that if your team leader or client requires you onsite that you are able to meet those expectations/requirements 

Slalom is committed to fair and equitable compensation practices. For this position, the expected base salary pay range is $110,000 to $135,000 CAD. 

In addition, there is potential for a discretionary bonus based on individual and company performance. Actual compensation will depend upon individual’s skills, experience, qualifications, and other relevant factors. 

Slalom Employee Perks: 

· Culture & fun!  

· Lunch & learns 

· Health & wellness activities 

· Holiday parties  

· Employee community groups 

· Social clubs & activities  

· Vacation (20 days prorated based on start date & wellness/sick days) 

Tangible perks 

· Competitive compensation package 

· $100 cell phone monthly reimbursement 

· Registered Retirement Program (RRSP) & Employer Matching 

· Tax-Free Savings Account (TFSA) 

· Annual “Thrive Well-Being” Gift Card 

· Family planning/ Fertility Benefit 

· Maternity/Parental Leave Top-Up 

· Medical & Dental Benefits 

· Life and AD&D Insurance 

· Access to Supplementary Life and AD&D Insurance 

· Access to the Employee Assistance Program (EAP) and Inkblot Therapy 

· And more! 

*All benefits are subject to eligibility requirements 

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants’ needs throughout all stages of the recruitment and selection process. Please advise the talent acquisition team if you require accommodations during the interview process. At Slalom, we leverage artificial intelligence (AI) to enhance the efficiency and scalability of our recruitment process. To learn more about how we leverage AI please read our TA AI Usage policy here. https://www.slalom.com/us/en/careers/applying-to-slalom-ai

Please note if you are hired at Slalom you will be required to complete a background check.