Senior Delivery Consultant - Amazon Connect, AWS Professional Services

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You'll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

Would you like a career that gives you opportunities to help customers and partners use cloud computing web services to do big new things faster and at lower cost? Do you have a background in enterprise call centers, and a passion for driving innovation into existing IT organizations? Are you comfortable working on-site in a variety of business environments, leading teams through high-impact projects blending the newest technology with existing operational methodologies and tooling?

Are you passionate about helping customers solve the people, organizational and process issues preventing them realizing the benefits of cloud? At AWS, we're hiring experienced consultants with a background in enterprise call centers to help our enterprise customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments.

Our consultants will deliver proof-of-concept projects, re‐usable artifacts, reference architectures, and lead implementation projects to assist some of the world's leading enterprises transform their call centers to Amazon Connect.

We're looking for someone who is passionate about:

• Working on innovative AWS products and services
• Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms
• Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
• Architecting and building large‐scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
• Providing guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
• Setting‐up and configuring AWS services in‐line with best practices
• Coaching customers and partner teams to be self‐sufficient

Key job responsibilities:

• Expertise - Collaborate with AWS field sales, pre‐sales, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
• Solutions - Define and deliver on‐site Professional Services engagements with partners and customers. This includes participating in discovery workshops - understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call centre organisation, processes, tooling and integration. Software development experience with building contact centre integrations is a plus.
• Delivery - Engagements include projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services. Engagements will include integration and adaption of existing enterprise call centres into Amazon Connect. This is a customer facing role.

AWS Professional Services (ProServe) is a global team of consultants that helps enterprise customers achieve their business outcomes on AWS Cloud. ProServe consultants work with hundreds of the world's largest enterprises to help them deliver their cloud initiatives.

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

AWS values curiosity and connection. Our employee‐led and company‐sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge‐sharing, mentorship and other career‐advancing resources here to help you develop into a better‐rounded professional.

We value work‐life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve.

10+ years of external or internal customer facing, complex and large scale project management experience

10+ years of cloud and on‐premise integration experience

5+ years of software development with object oriented language experience

Bachelor's degree, or 10+ years of professional or military experience

At least 10 years of experience as a contact centre technology architect, enterprise IT Architect or senior contact centre developer working with leading contact centre technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.