Contact person: Amazon Connect Customization & Reporting

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Location: Vancouver, Canada

Budget: Recommended by industry experts

Time to start: As soon as possible

Project description:
"I already have an Amazon Connect instance in production and now need it fine-tuned rather than rebuilt. The priorities are clear:

• IVR configuration changes – I want new, streamlined flows with custom views and analytics built in. This includes updating prompts, adjusting routing logic where needed, and making the overall caller experience feel polished.

• Custom reporting – actionable dashboards that pull data from Contact Trace Records into something managers can read at a glance. A QuickSight-style solution is fine as long as it auto-refreshes and lets us drill down by queue, agent, and customer journey.

• Automated workflows – Lambda or Step Functions to kick off after-call tasks, screen-pops, or ticket creation without agent intervention.

• SMS & Email channel enablement – Connect is voice-only right now; I’d like to add two-way messaging and email, ideally leveraging Pinpoint or SES so the experience stays inside the AWS stack.

Success for me means: all new flows tested in the sandbox and then pushed to production with zero downtime, reports scheduled and verified for accuracy, and messaging channels live with sample conversations completed. If you know your way around Amazon Connect, Contact Flow Designer, Lambda, QuickSight, Pinpoint, and the rest of the AWS toolkit, I’m ready to get started right away." (client-provided description)