Senior 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).
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
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.