_{21st July, 2026}

The work we do matters  
We work closely with our clients to understand the true business challenges and needs which matter to them, to craft compelling and innovative experiences within a constantly evolving landscape.  
 
With specialist team members across New Zealand, Australia, and soon to be around the world as a part of Accenture, we are a team passionate about transforming contact centres to meet the high customer expectations and challenges of today’s environment.  
Working within the leading force in cyber security, offering services from strategy, GRC, managed security services, cloud security, digital forensics and cyber education, our AWS practice is at the forefront of both security and innovation.  
 
If you’re ready to work with teammates that get you, a leader that supports you and customers that need you, then you’re ready for our Amazon Connect squad at CyberCX.  
 
How will you make an impact  
Work with all AWS and the Cognitive CX portfolio elements, products and associated services. The Amazon Connect Specialist will plan, develop, and document Amazon Connect deployments including CyberCX’s products and engineering or DevOps squad deliverables, and lead clients to make excellent Customer Experience journeys. 
  
Day to day you will:  

• Use your solution design and implementation experience to best service customers. 
• Deliver Amazon Connect deployments and work with Clients to implement new features  
• Support technical pre-sales with the Amazon Connect Practice team, with a focus on all aspects of technical implementation and customer support. 
• Help build Amazon Connect standards and procedures for our clients. 
• Work alongside Customers to define and develop roadmaps and plans to transform existing contact centres into Amazon Connect, reducing hardware footprints. 
• Train and upskill Client’s contact centre staff and technical teams on completed Amazon Connect implementations to ensure proficiency and confidence 
• Work with the Support team as an escalation point. 
• Use your automation / CICD experience to increase efficiency. 
• Develop and maintain documentation of cloud environments, integration platforms, data flow map, server inventories, network design diagram, entity-relationship diagrams, process workflows. 

   Skills & Qualifications  

• 2+ years experience working with Amazon Connect, including Call Flows, Lex, Call Summaries, Workforce Management, and multi-channel Contact Centres (chat, voice) 
• Interest or experience in working with emerging technologies and features, such as Amazon Connect Customer AI Agents (previously Amazon Q in Connect) 
• Contact Flow and Customer Experience design  
• Proficiency in scripting languages such as Python, Javascript/Typescript, Bash, or PowerShell and IaC  (CloudFormation / CDK / Terraform) 
• Direct experience in setting up Contact centre workflows  
• Experience working with and integrating Salesforce would be advantageous. Other CRMs integrations may also be of value. 
• Working with data and analytics, such as Amazon Connect Data Lake and Contact Lens, to extract key insights into customer behaviours and drive future enhancements 
• Strong Analytical and problem-solving skills.  
• Attentive to detail, proactive and organised.  
• Business Analysis and Requirements Gathering to ensure clients needs are defined and understood advantageous 

Be yourself. We embrace diverse perspectives, experiences, and backgrounds. Please let us know if you require support or adjustments to assist with your recruitment experience.  
 
We take security seriously. We require all employees to complete background checks (including police and global sanction list checks) annually.   
 
 
We kindly request no agency submissions for this role. Unsolicited CV’s will not be accepted, and no fees will be payable. 

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