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Augusta Hitech Soft Solutions Logo Augusta Hitech Soft Solutions · IT - Software Development

Contact Center Consultant

India, Coimbatore · Job Posted April 19, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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)
  • 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)
  • 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

Requirements

  • 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

Nice to have

  • 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.)
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