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.
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?
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 include:
* 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
* Define and deliver on-site Professional Services engagements with partners and customers
* Deliver custom solution engagements, specifically focused on call center organization, processes, tooling and integration
This is a customer facing role. A day in the life of an AWS Professional Services consultant involves working with hundreds of the world’s largest enterprises to help them deliver their cloud initiatives.
Basic Qualifications
The successful candidate will have:
* 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 center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications
Preferred Qualifications
Preferred qualifications include:
* 10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment
* Professional Services or Consulting experience in highly-visible customer-facing roles
* Familiarity with Amazon Connect capabilities, benefits, and required deployment skills
* Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure
* Enterprise call center / telecomm implementation and operations experience
* Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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