Senior 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 at Amazon Web Services (AWS).

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 computer science, engineering, mathematics or equivalent
• 5+ years of experience in cloud architecture and implementation
• 5+ 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.
• 3+ 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
• 3+ 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.

Skills

• Deep understanding of AWS products and services
• Proficient in architecting complex, scalable, and secure solutions
• Trusted advisor to customers on industry trends and emerging technologies
• Effective communication and collaboration skills
• Ability to lead the implementation process, ensure adherence to best practices, optimize performance, and manage risks

Benefits

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.

Pay

The base salary range for this position is listed below. 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.

• USA, AZ, TEMPE - 153,600.00 - 207,800.00 USD annually
• USA, CA, Mountain View - 176,600.00 - 239,000.00 USD annually
• USA, GA, Atlanta - 153,600.00 - 207,800.00 USD annually
• USA, MA, Boston - 153,600.00 - 207,800.00 USD annually
• USA, NJ, Jersey City - 169,000.00 - 228,600.00 USD annually
• USA, TX, Dallas - 153,600.00 - 207,800.00 USD annually
• USA, VA, Arlington - 153,600.00 - 207,800.00 USD annually
• USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually