Delivery Consultant - Connect and Lex, Amazon Connect Center of Delivery Excellence

Amazon Web Services (AWS) Professional Services (ProServe) team is looking for a skilled Delivery Consultant to design, implement, and manage AWS solutions that align with customer technical requirements and business objectives. You will drive customer success through their cloud journey by providing technical expertise and best practices throughout the project lifecycle.

About the role

As a Senior Delivery Consultant, you will leverage a deep understanding of AWS products and services to architect complex, scalable, and secure solutions tailored to each customer’s needs. You will collaborate with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. Acting as a trusted advisor, you will provide guidance on industry trends, emerging technologies, and innovative solutions while leading the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks.

Responsibilities

• Design and implement complex, scalable, and secure AWS solutions tailored to customer needs.
• Provide technical guidance and troubleshooting support throughout project delivery.
• Collaborate with stakeholders to gather requirements and propose effective migration strategies.
• Act as a trusted advisor to customers on industry trends and emerging technologies.
• Lead the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks.
• Share knowledge within the organization through mentoring, training, and creating reusable artifacts.

Requirements

• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field.
• 3+ years of experience in cloud architecture and implementation.
• 3+ 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 (e.g., Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce).
• 2+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment.
• 2+ years of hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9).

Preferred Qualifications

• Knowledge of security and compliance standards including HIPAA and GDPR.
• AWS experience with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, CloudFormation).
• AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional).
• Experience with automation and scripting (e.g., Terraform, Python).
• Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and required deployment skills.
• Experience incorporating generative AI into the contact center (voice or chat bots, agent assist, or next best action) to answer questions or drive self-service experiences, including architecture design, model selection and integration, prompt engineering, and data preparation.

About the team

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

Why AWS

• Diverse Experiences: Amazon values diverse experiences and encourages candidates to apply even if they do not meet all preferred qualifications.
• Work/Life Balance: We value work-life harmony and strive for flexibility as part of our working culture.
• Inclusive Team Culture: Our employee-led and company-sponsored affinity groups promote inclusion, and our inclusion events foster stronger, more collaborative teams.
• Mentorship and Career Growth: We offer knowledge-sharing, mentorship, and career-advancing resources to help you develop into a better-rounded professional.

Pay

• USA, AZ, Tempe: $131,300.00 - $177,600.00 USD annually
• USA, CA, Mountain View: $151,000.00 - $204,300.00 USD annually
• USA, GA, Atlanta: $131,300.00 - $177,600.00 USD annually
• USA, MA, Boston: $131,300.00 - $177,600.00 USD annually
• USA, NJ, Jersey City: $144,500.00 - $195,400.00 USD annually
• USA, TX, Dallas: $131,300.00 - $177,600.00 USD annually
• USA, VA, Arlington: $131,300.00 - $177,600.00 USD annually
• USA, WA, Seattle: $131,300.00 - $177,600.00 USD annually

Benefits

• Sign-on payments and restricted stock units (RSUs).
• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D, and optional supplemental life plans).
• Employee Assistance Program (EAP), Mental Health Support, and Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.