Senior Business Value Specialist - Amazon Connect, Customer Experience

Amazon Web Services (AWS) · Seattle, WA · 2 wk ago

Business DevelopmentFull-time

About the role

The Senior Business Development Manager on the Cloud Economics Connect team is the architect of the financial models and methodologies that drive Amazon Connect's AI adoption. This role involves designing and building the core financial models and ROI methodologies used across all Amazon Connect AI adoption engagements, establishing a repeatable, scalable framework for quantifying the business impact of transitioning into Amazon Connect Customer AI.

Responsibilities

Design and build the core financial models and ROI methodologies used across all Amazon Connect AI adoption engagements, establishing a repeatable, scalable framework for quantifying the business impact of transitioning into Amazon Connect Customer AI.
Develop customer-specific value hypotheses by assessing baseline contact center operations, AI optimization potential, and projected business outcomes—producing financial analyses that are rigorous enough to withstand CFO scrutiny and clear enough to drive executive alignment.
Build and continuously refine a suite of ROI tools, playbooks, and benchmarks that enable value conversations at scale—multiplying your methodology well beyond direct engagements.
Drive executive-level value presentations alongside AI Specialists, building alignment with customer CX and AI leadership on target-state economics, business objectives, and the financial bridge needed to close the gap between adoption and realized value.
Define the measurement framework for AI optimization impact—establishing the methodology for quantifying containment rates from agentic self-service, handle time reduction from agent assist, contact deflection, and cost-per-serviced-contact improvement across a diverse customer base.
Own the business development reporting framework, designing the metrics, models, and tracking methodology that measure program financial outcomes and inform product roadmap prioritization, program scaling, and executive business reviews.

Qualifications

5+ years of Go-To-Market, Business Development, Sales, or Consulting experience
5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
5+ years of working with Business Application Technologies, including, but not limited to End User Compute (EUC), Supply Chain, Contact Center as a Service, Consumer Data Applications, Encrypted Communications, and/or Communication Developer Services experience
5+ years of working with Core Cloud Technology Services, including, but not limited to Compute, Edge, Hybrid, Security, and/or Networking experience
5+ years of working with Enterprise Application Modernization and Migration technologies, including, but not limited to, Mainframe, Serverless, Containers, or Cloud Operations experience

Preferred Qualifications

Experience interpreting data and making business recommendations
Experience identifying, negotiating, and executing complex legal agreements
Experience with Contact Center technology transformation initiatives and the impact AI drivers
Deep understanding of cloud technologies, including public and hybrid cloud platforms.
Financial analysis spreadsheet skills and presentation (Powerpoint) creation/delivery skills

Benefits