Job Details
Job Summary
SoftwareOne is seeking a strategic and detail-oriented Amazon Connect Solution Strategist to support the design, documentation, and implementation of Amazon Connect solutions. This role focuses on translating customer experience (CX) requirements into functional solution designs, guiding the customer journey, and aligning Amazon Connect capabilities with business goals. The Solution Strategist will be a key player in shaping scalable, user-centric contact center solutions by working closely with clients, solution architects, and developers throughout the deployment lifecycle
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Role and Responsibilities
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Customer Journey Design & Analysis
- Partner with stakeholders to capture and map current and future-state customer journeys.
- Identify customer pain points, CX improvement opportunities, and key KPIs.
- Translate journey maps into technical and functional requirements for Amazon Connect deployments.
CX Solution Scoping & Documentation
- Gather and document business requirements aligned with Amazon Connect features.
- Develop detailed design documentation including call flows, use cases, IVR menus, and decision trees.
- Support user stories, process diagrams, and traceability matrices across CX initiatives.
Deployment Methodologies & Delivery Support
- Apply industry best practices for cloud contact center deployment methodologies.
- Collaborate with cross-functional teams to ensure accurate configuration of routing profiles, queues, and contact flows.
- Participate in UAT planning, execution, and documentation to validate delivery quality.
- Lead Amazon Connect demonstrations and trainings to support client supervisors, managers and agents.
- Lead demonstrations and trainings related to creating and maintaining Amazon Connect real-time, historical and dashboard reports.
Stakeholder Engagement & Communication
- Serve as the bridge between business users and technical teams.
- Lead discovery workshops and functional deep-dives with clients and internal teams.
- Present CX design recommendations that align with both technical feasibility and business objectives.
Continuous Improvement & Innovation
- Stay current on Amazon Connect advancements and the broader AWS CX ecosystem (e.g., Lambda, Kinesis, Lex, Contact Lens).
- Propose enhancements based on analytics, user feedback, and evolving business needs.
- Support the creation of reusable documentation templates and knowledge assets.
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Success Criteria
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KPI
Measurable Criteria
Client Engagement Quality
Maintain an average CSAT score � 4.5/5 or equivalent positive feedback across engagements.
CX Strategy Deliverables Completed
Deliver at least 1�2 strategic documents per engagement, such as business impact assessments or modernization plans.
Solution Alignment Rate
At least 80% of proposed solutions or recommendations are accepted or partially implemented by the customer.
Time to First Recommendation
Deliver initial recommendation or assessment within 2�3 weeks of engagement start.
Cross-Functional Collaboration Score
Receive an average internal collaboration score of � 4/5 from PMs, developers, and delivery leads.
Enablement Contributions
Create or update at least 2 reusable internal assets (e.g., playbooks, checklists, templates) per quarter.
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ÌýOrganizational Alignment
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Goal:ÌýTo guide clients in aligning their Amazon Connect implementations with long-term customer experience strategies and business outcomes.
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Vision:ÌýServe as a strategic voice within the CX delivery team, bridging the gap between business needs and technical execution. Through thoughtful advisory, discovery, and planning, you ensure that every Connect deployment is designed not just to work—but to work for the customer’s future growth and agility.
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Reports to: CX Delivery Lead � Cloud Services
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What we offer
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- Generous pay with bonus structure
- An independent environment without a lot of red tape where you are empowered to make decisions
- Substantial benefits package that includes:
- Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions
- Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
- 401k program with employer matching 50% up to the first 10% of employee’s contributions
- Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
- Access to EAP and concierge services
- Pre-paid legal at no cost
- Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
- Employee stock purchase plan
- Learning and development opportunities galore
- Tuition reimbursement
- And much more!
- Specific to Milwaukee-based office employees: company-paid parkingÌý
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Winning culture, inclusive environment, and friendly people all over the world
