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. Youll 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 were 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 worlds leading enterprises transform their call centers to Amazon Connect. Were 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 center organization processes tooling and integration. Software development experience with building contact center 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 centers into Amazon Connect.

This is a customer facing role.

A day in the life
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 worlds largest enterprises to help them deliver their cloud initiatives.

About the team
About AWS

Diverse Experiences
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 hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

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

Inclusive Team Culture

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.

Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
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 theres nothing we cant 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
- Bachelors 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 such as Avaya Cisco Genesys Verint NICE Salesforce etc.

- 10 years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment particularly building application integration capabilities for CRM/ WFM platforms
- 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

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.