We are migrating from Zendesk to Amazon Connect. This needs an embedded consultant to support this transition. This is not a classic external consultancy role. We want someone who works closely with our internal team (Product/Engineering/Ops). Setup - Freelance or part-time consultant - Embedded within the Customer Service extended team - Working daily with engineering, product, and business - Europe timezone required - Berlin, Barcelona, or Athens preferred (office presence when needed) What You Will Do - Translate business needs into clear migration requirements - Document functional and technical requirements - Validate architecture and solution decisions - Challenge gaps and risks early - Guide best practices in Amazon Connect setup - Support rollout planning and transition from Zendesk What We Expect - Strong hands-on experience with Amazon Connect - Experience with at least one Zendesk → Amazon Connect migration (ideal) - Deep understanding of contact flows, routing, integrations, reporting - Ability to work independently and influence senior stakeholders - Clear documentation skills Goal - Deliver a clean migration from Zendesk to Amazon Connect. - Improve automation. Reduce risk. Avoid rework. If interested, please share: - Short profile - Relevant migration experience - Availability - Daily / hourly rate - Location and timezone We are looking to start soon.