Principal Customer Success Specialist – Connect AI CX, Customer Success Center of Excellence

AWS is seeking a Principal Customer Success Specialist Connect AI CX to lead strategic transformation initiatives for enterprise customers adopting AI-powered customer experience solutions built on Amazon Connect. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence (COE) requiring a rare combination of executive-level strategic vision and the practical credibility to design validate and scale transformation frameworks across the enterprise market.

This role goes well beyond tactically driving adoption. You will define the methodologies playbooks and repeatable models that shape how AWS its customers and partners approach AI-powered contact center transformation. Your work will directly influence product roadmaps partner motions and go-to-market strategies creating lasting organizational and market impact across hundreds of enterprise and SMB account s globally.

In this role you will engage directly with customers to drive adoption and capture insights that inform the creation of Customer Success playbooks. You will then enable partners to adopt and execute these playbooks at scale. You will shape the future of customer experience transformation by building the frameworks assets and methodologies that enable AWS field teams and partners to deliver transformative outcomes for enterprise customers. If you are a senior practitioner who wants to design the next generation of AI-powered CX transformationnot just implement itthis is your opportunity.

Were looking for candidates with:

Technical & Platform Skills
- Hands-on experience with cloud technologies and AWS services preferably including contact center or CX platform deployments at enterprise scale
Program & Delivery Excellence
- PMP SCRUM Agile or SAFe certification with demonstrated track record driving measurable business outcomes (cost reduction revenue growth CSAT improvement) in enterprise transformation initiatives
Ecosystem & Thought Leadership
- Experience building partner ecosystems and enablement programs including co-developing delivery methodologies with strategic partners
- Published thought leadership in CX transformation or AI deployment with track record influencing product roadmaps through customer insight synthesis


Key job responsibilities
Strategic Customer Transformation:
- Design and execute comprehensive AI-powered CX transformation strategies for enterprise customers addressing technical operational and organizational dimensions through integrated frameworks maturity models and executive alignment across complex stakeholder environments
Offering Development & Scaling:
- Build repeatable methodologies playbooks and domain-specific assets that enable AWS and partners to deliver consistent transformation outcomes at scale
- Synthesize customer engagement learnings into reusable frameworks and documented success patterns establishing feedback loops that inform AWS product roadmap and GTM strategy
Partner Ecosystem Enablement:
- Co-develop transformation offerings with strategic partners and support the partner-led organization as they create enablement programsincluding training certification and delivery toolkits that scale high-quality customer success delivery through the partner ecosystem
Customer Success Management:
- Monitor customer health and proactively address transformation risks while driving measurable business value realization through structured success planning executive business reviews and customer advocacy initiatives
Thought Leadership & Innovation:
- Develop strong point-of-view content maturity models and best practices for AI-powered CX transformation that establish AWS intellectual leadership
- Influence product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events


About the team
The AWS Specialists & Partners (ASP) Customer Success Center of Excellence focus is to accelerate transformative customer outcomes at scale. As part of this team you will work at the intersection of product go-to-market professional services and partner organizations serving as a strategic bridge between frontline customer insights and AWS priorities.

Amazon Connect is AWSs cloud-based contact center solution offering a comprehensive suite of AI capabilities including conversational AI agent assistance real-time and post-contact analytics AI-powered forecasting and emerging agentic AI capabilities for autonomous customer service. The enterprise market for AI-powered customer experience transformation is one of the largest and fastest-growing segments in cloud computing and this role sits at its center.

Cross-Functional Partnerships
- AWS Product & Engineering teams for Amazon Connect and AWS AI/ML services
- Go-to-Market (GTM) and Sales teams driving enterprise Connect adoption
- AWS Professional Services for delivery alignment and methodology consistency
- Strategic consulting and technology partners (GSIs SIs ISVs boutique CX specialists)
- Customer C-suite and operational leaders across Fortune 500 and global enterprises

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.

- Experience leading organizational change initiatives across multiple locations
- 10 years of experience in senior customer-facing roles including customer success management strategic consulting or solutions architecture with direct and measurable accountability for enterprise customer outcomes
- 15 years leading complex large-scale IT technical or engineering transformation programs with significant organizational change management components in enterprise-scale contexts
- Proven track record developing and scaling customer success programs or transformation methodologies including creating original frameworks and assets adopted broadly by large teams or partner organizations
- Deep expertise in contact center operations and customer experience strategy with direct experience advising and guiding enterprise organizations through significant CX transformation initiatives

- Experience implementing AWS/cloud services
- Strong executive presence with a demonstrated ability to influence advise and build trusted relationships with C-suite and VP-level stakeholders across complex matrixed enterprise organizations
- 5 years of direct contact center or CX technology experience at enterprise scale with deep understanding of AI/ML capabilities for customer experience (conversational AI agent assist analytics agentic AI)
- Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks with broad applicability across industries

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 182800.00 - 247300.00 USD annually