Senior Delivery Consultant Customer Experience AI Agents, and Conversational AI

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Delivery Consultant to join our team at Amazon Web Services (AWS). In this role youll work closely with customers to design implement and manage AI-powered customer experience solutions that meet their technical requirements and business objectives. Youll be a key player in driving customer success through their cloud journey providing technical expertise and best practices in conversational AI generative AI and intelligent automation throughout the project lifecycle.

Possessing a deep understanding of AWS AI/ML products and services as a Senior Delivery Consultant you will be proficient in architecting complex scalable and secure AI-powered customer experiences tailored to meet the specific needs of each customer. Youll work closely with stakeholders to gather requirements assess current customer experience capabilities and propose effective strategies for leveraging AI agents generative AI and conversational AI to transform their contact center operations.

As trusted advisors to our customers providing guidance on industry trends emerging technologies and innovative solutions you will be responsible for leading the design and implementation of AI-powered experiences ensuring adherence to best practices optimising performance implementing safety guardrails and managing risks throughout the project.

The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices which cover a variety of solutions technologies and industries.

Key job responsibilities
As an experienced technology professional you will be responsible for:

- Designing and implementing AI-powered customer experience solutions using Amazon Connect Amazon Bedrock and Amazon Lex tailored to customer needs
- Consulting on conversation design AI agent architecture prompt engineering and guardrail configuration to deliver reliable production-grade AI agents
- Providing technical guidance and troubleshooting support throughout project delivery with a focus on NLU optimisation generative AI integration and AI safety
- Collaborating with stakeholders to gather requirements understand customer journeys and propose effective strategies for AI-powered self-service experiences
- Acting as a trusted advisor to customers on AI/ML trends emerging generative AI capabilities and innovative customer experience solutions
- Sharing knowledge within the organization through mentoring training and creating reusable artifacts

About the team
Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below 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 - Here at AWS its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

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 in the cloud.

- Bachelors degree in business administration finance economics computer science data science engineering or other related field
- 5 years of experience working with contact centre and AI platforms such as Amazon Connect Amazon Lex Genesys NICE Nuance Google Dialogflow or similar
- 3 years of experience designing and implementing conversational AI virtual agents or AI-powered customer experience solutions
- Demonstrated experience with prompt engineering and/or large language model implementation for customer-facing applications
- Experience communicating technical concepts to non-technical audiences

- Knowledge of AWS services including compute storage networking security databases machine learning and serverless technologies
- Knowledge of Amazon Connect Amazon Lex and Amazon Bedrock capabilities and benefits
- Experience incorporating generative AI into the contact centre (voice or chat bots AI agents agent assist or next best action) to answer questions or drive self-service experiences including architecture design model selection and integration prompt engineering guardrail implementation and data preparation
- Experience designing and implementing AI guardrails: response filtering content moderation input validation output safety controls contextual boundaries and responsible AI practices
- Experience with AI model evaluation fine-tuning RAG (Retrieval-Augmented Generation) and knowledge base integration
- Familiarity with contact centre operations workforce management and CRM integration patterns

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.