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

About the role

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Delivery Consultant to design, implement, and manage AWS solutions that meet customers' 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.

As a Senior Delivery Consultant, you will 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. Additionally, you will lead the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks.

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 work with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives through a collection of offerings that address specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through global specialty practices covering various solutions, technologies, and industries.

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 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 preferred, 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

Amazon values diverse experiences and encourages candidates from non-traditional career paths to apply. AWS is the world’s most comprehensive and broadly adopted cloud platform, trusted by startups to Global 500 companies. We prioritize work-life balance, fostering an inclusive team culture that values curiosity, connection, and collaboration. Our employee-led affinity groups and inclusion events promote a sense of belonging and empower teams to innovate.

We offer mentorship and career growth opportunities, with resources to help you develop into a well-rounded professional. Amazon strives to be Earth’s Best Employer, providing knowledge-sharing and career-advancing resources to support your growth.

Pay

The base salary range for this position varies by location:

• Mountain View, CA: $151,000 - $204,300 USD annually
• Atlanta, GA: $131,300 - $177,600 USD annually
• Chicago, IL: $131,300 - $177,600 USD annually
• Boston, MA: $131,300 - $177,600 USD annually
• Jersey City, NJ: $144,500 - $195,400 USD annually
• Dallas, TX: $131,300 - $177,600 USD annually
• Arlington, VA: $131,300 - $177,600 USD annually
• Seattle, WA: $131,300 - $177,600 USD annually

Your compensation package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications, and location.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans).
• Employee Assistance Program (EAP) and 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 amazon.jobs/en/benefits.