Laksys Consulting

Contact Center Consultant

Laksys Consulting

contract

Posted on:

Location Type: Remote

Location: India

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Job Level

SeniorLead

Tech Stack

AWSDynamoDB

About the role

  • 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
  • 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)
  • Ensure minimal business disruption during cutover
  • 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)
  • 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)
  • 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

Requirements

  • 8+ 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.
  • AWS certifications (e.g., AWS Solutions Architect, AWS Connect Specialty if available) are preferred.
  • 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.)
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Xima SoftwareAmazon ConnectIVR designcall routing strategiesAWS LambdaAWS S3AWS API GatewayAWS DynamoDBAmazon Lexdata migration
Soft Skills
consultingstakeholder communicationcollaborationchange managementrisk managementstatus reportingleadershipproblem-solvingorganizational skillsadaptability
Certifications
AWS Solutions ArchitectAWS Connect Specialty