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 join our team. In this role, you'll work closely with customers to design, implement, and manage AWS solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices throughout the project lifecycle.

As a Senior Delivery Consultant, you will possess a deep understanding of AWS products and services and be proficient in architecting complex, scalable, and secure solutions tailored to meet the specific needs of each customer. You’ll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As trusted advisors, you will provide guidance on industry trends, emerging technologies, and innovative solutions, lead the implementation process, ensure adherence to best practices, optimize performance, and manage 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.

Responsibilities

• Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs
• Providing technical guidance and troubleshooting support throughout project delivery
• Collaborating with stakeholders to gather requirements and propose effective migration strategies
• Acting as a trusted advisor to customers on industry trends and emerging technologies
• Sharing 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, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
• 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. 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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

At AWS, we value work-life harmony, inclusion, and continual innovation. 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, and our mentorship and career growth resources help develop well-rounded professionals.

Pay

The base salary range for this position varies by location:

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

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.

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for 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.