Why SoftwareOne? Why SoftwareOne? For over 30 years SoftwareOne has been the foundation for organizations around the world for their technology solutions. With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from all our current employees and look for in our future colleagues. The global nature of our organization allows us to adapt and commit to these values unique to the culture and business needs of each location. What you should know about us: Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareOne successful. Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond every day. Our culture is unique, and I believe that having the right people and empowering them to succeed, is the absolute key to our success. -Patrick Winter, Founder. What we expect from our employees: Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser focused on delivering world-class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble, have a remarkably high degree of Integrity and are simply not interested in politics. Our leaders operate with a high level of Discipline but are able to work at Speed manage change in a global economy. The role Job Summary SoftwareOne is seeking a strategic and detail-oriented Amazon Connect Solution Strategist to support the design, documentation, and implementation of Amazon Connect solutions. This role focuses on translating customer experience (CX) requirements into functional solution designs, guiding the customer journey, and aligning Amazon Connect capabilities with business goals. The Solution Strategist will be a key player in shaping scalable, user-centric contact center solutions by working closely with clients, solution architects, and developers throughout the deployment lifecycle Role and Responsibilities Customer Journey Design & Analysis Partner with stakeholders to capture and map current and future-state customer journeys. Identify customer pain points, CX improvement opportunities, and key KPIs. Translate journey maps into technical and functional requirements for Amazon Connect deployments. CX Solution Scoping & Documentation Gather and document business requirements aligned with Amazon Connect features. Develop detailed design documentation including call flows, use cases, IVR menus, and decision trees. Support user stories, process diagrams, and traceability matrices across CX initiatives. Deployment Methodologies & Delivery Support Apply industry best practices for cloud contact center deployment methodologies. Collaborate with cross-functional teams to ensure accurate configuration of routing profiles, queues, and contact flows. Participate in UAT planning, execution, and documentation to validate delivery quality. Lead Amazon Connect demonstrations and trainings to support client supervisors, managers and agents. Lead demonstrations and trainings related to creating and maintaining Amazon Connect real-time, historical and dashboard reports. Stakeholder Engagement & Communication Serve as the bridge between business users and technical teams. Lead discovery workshops and functional deep-dives with clients and internal teams. Present CX design recommendations that align with both technical feasibility and business objectives. Continuous Improvement & Innovation Stay current on Amazon Connect advancements and the broader AWS CX ecosystem (e.g., Lambda, Kinesis, Lex, Contact Lens). Propose enhancements based on analytics, user feedback, and evolving business needs. Support the creation of reusable documentation templates and knowledge assets. Success Criteria KPI Measurable Criteria Client Engagement Quality Maintain an average CSAT score ≥ 4.5/5 or equivalent positive feedback across engagements. CX Strategy Deliverables Completed Deliver at least 1–2 strategic documents per engagement, such as business impact assessments or modernization plans. Solution Alignment Rate At least 80% of proposed solutions or recommendations are accepted or partially implemented by the customer. Time to First Recommendation Deliver initial recommendation or assessment within 2–3 weeks of engagement start. Cross-Functional Collaboration Score Receive an average internal collaboration score of ≥ 4/5 from PMs, developers, and delivery leads. Enablement Contributions Create or update at least 2 reusable internal assets (e.g., playbooks, checklists, templates) per quarter. Organizational Alignment Goal: To guide clients in aligning their Amazon Connect implementations with long-term customer experience strategies and business outcomes. Vision: Serve as a strategic voice within the CX delivery team, bridging the gap between business needs and technical execution. Through thoughtful advisory, discovery, and planning, you ensure that every Connect deployment is designed not just to work—but to work for the customer’s future growth and agility. Reports to: CX Delivery Lead – Cloud Services What we offer Generous pay with bonus structure An independent environment without a lot of red tape where you are empowered to make decisions Substantial benefits package that includes: Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness 401k program with employer matching 50% up to the first 10% of employee’s contributions Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice Access to EAP and concierge services Pre-paid legal at no cost Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO) Employee stock purchase plan Learning and development opportunities galore Tuition reimbursement And much more! Specific to Milwaukee-based office employees: company-paid parking Winning culture, inclusive environment, and friendly people all over the world What we need to see from you What you offer Qualifications: Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience). 3+ years of experience as a Solution Strategist or CX Analyst, ideally in a contact center or AWS ecosystem. Familiarity with Amazon Connect capabilities, core CX concepts (IVR, ACD, WFM, CRM integrations), and customer journey mapping. Experience with AWS services including Lambda, S3, DynamoDB, CloudFormation, QuickSight, and Data Lake is a plus. Strong analytical, organizational, and problem-solving skills. Excellent written and verbal communication abilities; able to tailor communication for executive and technical audiences. AWS certification (e.g., Cloud Practitioner or Connect-specific training) is advantageous. Preferred Attributes Experience supporting Agile delivery teams. Strong attention to detail and passion for improving customer experience. Ability to thrive in fast-paced, client-facing environments. Multilingual fluency (Spanish preferred but not required). The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons. Target compensation for this role will be $145K-160K (mix of base salary and bonus). Actual offers may be higher or lower than this range and will be resolved based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location. We are not able to consider candidates residing in the state of Hawaii currently. Job Function Software & Cloud Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.