AWS Connect Migration Specialist

Job Title: AWS Connect Migration Specialist
Location: Remote – Latin America Preferred
Type of Contract: Full-Time | Remote | Contractor
Salary Range: $4,000 to $6,000 USD/month
Language Requirements: English (Professional/Fluent)

We are seeking a skilled AWS Connect Migration Specialist with deep experience in cloud-based contact center architecture and AWS Connect implementations to join our growing team. You will play a key role in migrating a complex, insurance-focused contact center environment from an open-source telephony stack to AWS Connect. Your work will directly impact system reliability, regulatory compliance, agent productivity, and overall customer experience during a zero-disruption transition.

Key Responsibilities

• Analyze and document the current open-source telephony and contact center infrastructure, identifying gaps, risks, and migration dependencies
• Design end-to-end AWS Connect architecture, including contact flows, routing logic, queues, and integrations
• Configure and optimize outbound campaigns using AWS Connect predictive dialer and campaign management features
• Implement Contact Lens for AI-powered transcription, analytics, and quality monitoring tailored to insurance use cases
• Develop Lambda-based integrations to support custom business logic, workflows, and real-time decisioning
• Design and execute a zero-disruption migration plan using phased rollout and wave-based deployment strategies
• Build a total cost of ownership (TCO) model comparing current infrastructure costs versus AWS Connect

Must-Have Qualifications

• Proven experience designing and implementing AWS Connect contact center solutions
• Strong expertise in AWS Connect contact flows, architecture, and routing strategies
• Hands-on experience with Contact Lens for transcription, analytics, and compliance monitoring
• Experience configuring predictive dialers and managing outbound calling campaigns
• Proficiency with AWS Lambda, S3, and DynamoDB for integrations, recordings, and interaction history
• Demonstrated experience integrating AWS Connect with CRMs and third-party systems
• Solid understanding of contact center compliance, quality monitoring, and regulatory controls

Preferred Qualifications

• Prior experience supporting insurance contact center operations
• Knowledge of state-specific insurance agent licensing requirements
• Familiarity with DNC regulations, TCPA, and related compliance frameworks
• Experience designing lead qualification, routing, and transfer workflows between multiple agent types