IT

002ACH - Contact Center Consultant

Remote
Work Type: Contract
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Name of the position: Contact Cente Consultant

Location: Coimbatore/Chennai/Bengaluru/Remote

Mode: Contract (3 Months)

Years of experience: 8+ Years 

Shift: UK shift 


Overview

We are seeking a highly experienced Contact Center Consultant with deep expertise in Xima Software and proven experience in migrating legacy or third-party contact center platforms to Amazon Connect.
This role will be instrumental in leading end-to-end transformation initiatives, helping clients modernize their customer experience platforms by transitioning to a scalable, cloud-native contact center architecture on AWS.

Key Responsibilities

1. Assessment & Strategy

  • Assess current-state architecture of Xima-based contact center environments
  • Conduct gap analysis and define migration strategy to Amazon Connect
  • Develop target-state architecture aligned with business, CX, and compliance requirements
  • Engage with CIO/CTO and business stakeholders to align transformation roadmap

2. Migration & Implementation

  • Lead end-to-end migration from Xima to Amazon Connect, including:
    • Contact flows (IVR) redesign
    • Call routing logic and queue configurations
    • Data migration and integration mapping
  • Configure Amazon Connect components:
    • Contact flows, queues, routing profiles
    • Amazon Lex bots (if applicable)
    • Real-time and historical reporting
  • Ensure minimal business disruption during cutover

3. Integration & Ecosystem Enablement

  • Integrate Amazon Connect with enterprise systems:
    • CRM platforms (Salesforce, etc.)
    • Ticketing systems
    • Data platforms / analytics tools
  • Design and implement APIs and middleware for seamless data exchange
  • Enable omnichannel capabilities (voice, chat, messaging)

4. Optimization & Governance

  • Define KPIs and dashboards for performance monitoring
  • Implement best practices for:
    • Security & compliance (HIPAA, SOC2, etc. where applicable)
    • Cost optimization on AWS
  • Provide post-migration optimization recommendations (AI, automation, analytics)

5. Stakeholder & Delivery Management

  • Act as a trusted advisor to business and technical stakeholders
  • Collaborate with cross-functional teams (engineering, CX, operations)
  • Provide regular status updates, risks, and mitigation plans
  • Support training and change management for end users

Required Qualifications

  • 10+ years of experience in contact center technologies / CCaaS platforms
  • Hands-on experience with Xima Software (configuration, reporting, integrations)
  • Proven experience migrating to Amazon Connect (at least 1–2 full implementations)
  • Strong understanding of:
    • IVR design and call routing strategies
    • Contact center KPIs (AHT, CSAT, SLA, etc.)
  • Experience with AWS services:
    • Lambda, S3, API Gateway, DynamoDB (preferred)
  • Strong consulting and stakeholder communication skills

Preferred Qualifications

  • AWS certifications (e.g., AWS Solutions Architect, AWS Connect Specialty if available)
  • Experience with Amazon Lex, AI/automation in contact centers
  • Prior experience in healthcare or regulated industries (aligns with Augusta’s MedTech focus)
  • Exposure to omnichannel CX platforms (Genesys, Five9, NICE, etc.)

Job Title:
Contact Center Consultant
 
City:
Coimbatore, Chennai, Bangalore, Remote
 
Industry:
IT
 
Qualification:
Any Degree
 
Year of Experience:
8+ years
 
Required Skills:
Contact center technologies / CCaaS platforms, Xima Software
 
Working Shift:
2PM to 11PM IST
 
Country:
India
 

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