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

About the role

The AWS Professional Services (ProServe) team is seeking a skilled Delivery Consultant to join our team at Amazon Web Services (AWS). 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.

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)

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) preferred
• 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.

Benefits

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, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture: 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.

Mentorship and Career Growth: We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.