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). 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
- Mentoring and sharing knowledge within the organization through 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.
Benefits
Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
Pay
Base salary range for this position is listed below. USA, MA, Boston - $153,600.00 - $207,800.00 USD annually
USA, TX, Dallas - $153,600.00 - $207,800.00 USD annually
USA, WA, Seattle - $153,600.00 - $207,800.00 USD annually
Schedule
Details on the schedule are not specified in the job posting.