The role
The contact center practice delivers voice and omnichannel solutions on Amazon Connect and Zendesk for Contact Center, the platform Zendesk now sells on top of Connect.
This is a hands-on engineering role. The consultant maps the customer's call flows, designs the routing and IVR, builds and integrates the platform, runs the cutover, and tunes performance once live traffic is on it. Delivery runs on ACT®, the L5 methodology, in Drives that each end with a defined production change.
Roles and responsibilities
- Solution design: Map current call flows, queues, and agent skills. Design the target routing model, IVR, and self-service scope against volume and service level targets on Amazon Connect and Zendesk for Contact Center. Define the reporting model before build starts.
- Implementation: Build in Amazon Connect, covering contact flows, queues, routing profiles, hours of operation, Lex bots, and Lambda functions for data lookups. Configure Zendesk voice, omnichannel routing, and the agent workspace.
- Integration: Connect the contact center to CRM, order, and identity systems so agents open a call with context already loaded. Configure recording, transcription, and quality review to the customer's retention policy.
- Telephony and cutover: Own number inventory, carrier or SIP configuration, porting sequence, and failover. Run the cutover with a pilot group, a parallel run, and a documented rollback for every step.
- Optimization: Review live queue behavior after go-live. Adjust routing, thresholds, and staffing assumptions. Build dashboards for service level, average handle time, abandonment, occupancy, and first contact resolution.
- Client interaction: Join discovery and design sessions with contact center operations and IT. Give working demos through the build rather than status decks. Walk customers through the cutover plan and the numbers behind it. You do not need to arrive as a consultant, but you do need to be comfortable explaining your build to the people who will run it.
- Best practice guidance: Bring benchmarks to the design conversation and recommend the approach the numbers support. Say when a customer request will not hold up under live traffic.
- Enablement: Train supervisors and administrators on the flows, the reports, and the changes they can safely make on their own.
- Practice assets: Build reusable flow patterns, cutover checklists, and estimating templates that the delivery team applies on the next account. Contribute to scoping and estimates on new contact center opportunities alongside the account team.
Growth path
The core of this role is engineering. Consultants who want to move toward client-facing solution and engagement work have that path here, through owning discovery, scoping, and design on their own accounts. The path is available and not required.
Required
- 5 to 9 years implementing or administering contact center platforms for external customers.
- Hands-on build experience on Amazon Connect, including contact flows, routing profiles, and Lambda integration.
- Working command of contact center operations: routing, queue design, IVR, service level, and the metrics supervisors manage to.
- Telephony fundamentals: SIP, number porting, DID management, call quality troubleshooting, and carrier coordination.
- Integration experience across APIs and CRM systems, including REST, webhooks, and SSO.
- Experience owning a live cutover, including the rollback plan.
- Willingness to work directly with customer teams during design, demos, and cutover.
Preferred
- Zendesk for Contact Center experience, or Zendesk voice and omnichannel administration.
- AWS certification, such as Cloud Practitioner or Solutions Architect Associate.
- Experience with Contact Lens, Amazon Q in Connect, or comparable conversation analytics.
- Experience with a second CCaaS platform such as Genesys, Five9, NICE CXone, or Talkdesk.
- Workforce management tooling experience.
- Exposure to PCI DSS requirements for payment handling in a voice channel.
- Familiarity with ClickUp, Workday, or NinjaOne.
Location and eligibility
- US-based candidates work remote and must be authorized to work in the United States without sponsorship.
First 90 days
- Take ownership of an assigned contact center account set and complete one Drive end to end.
- Publish a reusable Amazon Connect flow pattern and a cutover checklist for the delivery team.
- Complete platform certification in whichever of the two stacks you did not arrive with.
About L5
L5 deploys and operates AI on purpose-built service management platforms, Zendesk, ClickUp, and Workday, for mid-market organizations. Founded in 2023 and headquartered in Minneapolis, L5 has served 600+ customers in two years.
Read how we work in the ACT methodology, or meet the team on the About page.