Senior Delivery Consultant in Melbourne

AWS Professional Services (ProServe) is looking for a hands‑on Senior Delivery Consultant with deep contact centre domain expertise and a passion for delivering transformational customer experience outcomes. In this role, you will lead engagements or major workstreams within larger CX transformation programs for APJC customers, taking technical ownership of solution design, delivery execution, and customer outcomes. You will bring deep practitioner experience across contact centre operations, workforce management (WFM), quality management (QM), and omnichannel customer engagement. You will combine this domain expertise with strong technical skills in Amazon Connect, conversational AI, and cloud-native architectures to design and deliver solutions that modernise how customers operate their contact centres, manage their workforce, and serve their end customers.

You will work directly with customer stakeholders including contact centre managers, operations leads, IT architects, and business owners to translate operational requirements into well‑architected solutions. You will lead discovery workshops, define solution architectures, build and configure platforms, establish success metrics, and coach customer and partner teams toward self‑sufficiency. This is a customer‑facing role based in Singapore. The role spans the APJC region and you will be required to travel to customer sites 50% or more of the time. You will work alongside AWS technology experts and have access to AWS’s breadth of CX, AI, and Cloud services (including Amazon Connect, Amazon Lex, Amazon Bedrock, and generative AI capabilities) to deliver solutions that drive measurable business outcomes.

Key job responsibilities:

• Lead end-to‑end delivery of CX engagements or major workstreams within larger transformation programs, taking ownership of scope, quality, timeline, and customer outcomes.
• Architect and deliver contact centre solutions incorporating Amazon Connect, conversational AI (Amazon Lex, Bedrock), workforce management, quality management, and CRM integrations.
• Lead customer discovery and envisioning workshops to understand operational challenges, define transformation objectives, and shape solution roadmaps.
• Design and implement intelligent automation including AI‑powered agents, natural language understanding (NLU), sentiment analysis, and agent assist capabilities.
• Define and track success metrics and KPIs for engagements (e.g., first‑contact resolution, average handle time, customer satisfaction, agent productivity, cost‑to‑serve).
• Create and maintain solution design documents, technical architecture diagrams, integration specifications, implementation runbooks, and operational handover documentation.
• Guide product owners and business stakeholders in breaking down complex requirements into epics and user stories, prioritising features, and defining MVP scope and release plans.
• Provide strategic guidance on contact centre best practices, process optimisation, organisational change management, and adoption enablement.
• Coach and mentor customer teams, partner consultants, and junior AWS consultants to build capability and self‑sufficiency.
• Collaborate with AWS field sales, pre‑sales, and product teams, contributing customer insights and feedback to inform product roadmaps.

Basic qualifications:

• 7+ years of technical specialist, design and architecture experience.
• 5+ years of software development with object oriented language experience.
• 7+ years of external or internal customer facing, complex and large scale project management experience.
• Deep domain expertise in contact centre operations including workforce management (WFM), quality management (QM), routing design, IVR/IVA, and omnichannel engagement.

Preferred Qualifications:

• Experience working within teams delivering software products and features using agile methodologies.
• Hands‑on experience with Amazon Connect, including configuration, customisation, and deployment at enterprise scale.
• Experience with AI/ML technologies in contact centre applications, including natural language understanding (NLU), conversational AI, chatbot development (Amazon Lex), prompt engineering, and large language model implementation (Amazon Bedrock).
• Experience with CRM and WFM platform integrations (e.g., Salesforce, ServiceNow, NICE, Verint, Calabrio).