We need an Amazon Connect expert who has hands-on experience integrating Amazon Connect into a web application using Auth0 and SAML. We have Connect infrastructure and API integration built in our develop environment. For our MVP we will use the out-of-the-box Amazon Connect CCP (not a custom CCP). We need someone to finalize contact flows, queues, security/routing, complete the Auth0 SAML integration, and take the solution through staging to production.
Project Context
We provide tax assistance services and are building a CRM that will replace our current solution. We are migrating our contact center from Five9/Vonage to Amazon Connect. The CRM and Connect integration are developed in-house.
Support Hours
We are looking for someone that can work up to 30hrs a week and support 10a-4p PST.
Current tech stack:
- Backend: .NET API with Inbound Call endpoints (get-caller-details, available-agents, do-not-call, etc.) consumed by Connect contact flows via Lambda.
- CRM frontend: .NET MVC application. For the MVP we will use the standard out-of-the-box Amazon Connect CCP rather than a custom-built CCP. A custom CCP was previously developed but has been deferred to a post-MVP phase. Authentication is handled via Auth0 with SAML 2.0 federation into Amazon Connect.
- Connect infrastructure: Separate CDK app (TypeScript) that provisions the Connect instance, S3/Kinesis storage, two Node.js Lambdas , sample contact flow, and Amazon Q/Wisdom constructs.
- Current state: All of the above is implemented and working in develop only. Nothing has been promoted to staging or production. We have detailed gap analysis and architecture documentation to share.
Scope of Work
Must-have
- Auth0 + SAML integration — Complete and validate the Auth0 SAML 2.0 federation so agents can authenticate into Amazon Connect through our .NET MVC web application. Ensure SSO works end-to-end in staging and production.
- Promote to staging and production — Deploy and validate the full Connect + CRM integration (instance/config, API, out-of-the-box CCP, approved origins, SAML) in staging, then production.
- Production contact flows — Complete inbound contact flows that use our get-caller-details and available-agents APIs to route calls by business rules: billing, Adserve, QA, CSR, callback, and appointment-within-window scenarios. We have test case mappings and expected behavior documented.
- Queues and routing profiles — Design and configure production queues and routing profiles in Amazon Connect; align with contact flows and our CRM agent types (Opener, Closer, CSR, QA, etc.).
- Lambda authorization — Add secure authorization (e.g. token) to the two contact-flow Lambdas when calling our gated CRM API
Important (medium priority)
- Security profiles and role mapping — Map our CRM roles to Amazon Connect Security Profiles and Routing Profiles; verify JIT provisioning via SAML assigns the correct profile.
- Quick Connects — Create and configure transfer destinations (queues, agents, external numbers); ensure the out-of-the-box CCP and/or hard-phone setup can use them.
- Approved origin — Ensure our CRM URL is set as approved origin in each environment (script exists; may need automation for staging/production)..
Optional / later (if time and budget allow)
- Custom CCP development (post-MVP; deferred from current scope).
- Amazon Q in Connect (real-time agent assist).
- Voicemail Express deployment and CRM notifications.
- Contact Lens analytics and reporting.
- Amazon Lex for IVR or self-service.
- Agent hierarchy (escalation queues, supervisor Quick Connects).
- Support during Vonage/Five9 cutover (number porting, parallel run).
You will work from our existing documentation (gap analysis, architecture overview, API and testing notes). Our team owns the .NET API and CRM frontend; we need an expert who owns the Connect configuration and the path to production using the standard out-of-the-box CCP.
Required Experience and Skills
- Auth0 + SAML with Amazon Connect (critical): Must have direct experience configuring Auth0 as a SAML 2.0 identity provider for Amazon Connect and integrating the CCP into a web application via SAML SSO.
- Hands-on Amazon Connect: Contact flows, queues, routing profiles, security profiles, and the standard out-of-the-box CCP.
- Production readiness: Experience taking a Connect implementation from dev to staging and production (configuration, deployment, validation).
- Integrations: Comfort with Lambda-based contact flow integrations and calling REST APIs from Lambda.
- Documentation: Ability to work from and update technical docs (we will share our gap analysis and architecture overview).
Nice-to-Have
- Amazon Lex, Amazon Q in Connect, Contact Lens, Voicemail Express.
- CDK or other IaC for Connect-related resources.
- Telephony migration experience (e.g. Five9, Vonage, or similar cutover).
Deliverables and Success Criteria
- Auth0 SAML SSO working end-to-end: agents log into the CRM and are authenticated into Amazon Connect seamlessly in staging and production.
- Connect + CRM integration running and validated in staging and production.
- Production contact flows and queues/routing profiles documented and aligned with our business rules (we have test scenarios documented).
- Lambda-API integration secured with authorization where our API is gated.
- Handoff document or checklist for ongoing operations: approved origins, key configuration, and basic troubleshooting.
If you have experience integrating Amazon Connect into a web application using Auth0 and SAML, and are comfortable with contact flows, queues, and routing, we'd like to hear from you. Please include relevant Amazon Connect projects -- especially any involving Auth0/SAML SSO -- and how you handled staging/production rollout.
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