Senior Delivery Consultant

Senior Delivery Consultant - Amazon Connect, AWS Professional Services

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You'll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

• Expertise - Collaborate with AWS field sales, pre-sales, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
• Solutions - Define and deliver on-site Professional Services engagements with partners and customers. This includes participating in discovery workshops - understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
• Delivery - Engagements include projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect.
  • Coaching customers and partner teams to be self-sufficient
  Basic Qualifications
  • 10+ years of external or internal customer facing, complex and large scale project management experience
  • 10+ years of cloud and on-premise integration experience
  • 5+ years of software development with object oriented language experience
  • Bachelor's degree, or 10+ years of professional or military experience
  • At least 10 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 Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
  Preferred Qualifications
  • 10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms
  • Professional Services or Consulting experience in highly-visible customer-facing roles
  • Familiarity with Amazon Connect capabilities, benefits, and required deployment skills
  • Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure
  • Enterprise call center / telecomm implementation and operations experience
  • Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI
  Acknowledgement Of Country

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 the provided accommodations page for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.