Senior Delivery Consultant

4 weeks ago

Melbourne, Victoria, Australia Amazon Web Services (AWS) Full time
Overview

Senior Delivery Consultant - Amazon Connect, AWS Professional Services. AWS Global Services includes experts who help customers design, build, operate, and secure their cloud environments. Our team helps customers migrate, implement, and optimize using Amazon Connect within their AWS cloud environments. This role is on-site in Melbourne, Australia, and involves leading teams through high-impact projects and delivering proof-of-concept projects, reusable artifacts, and reference architectures to transform call centers to Amazon Connect.

Responsibilities
  • 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, including discovery workshops, proposing and delivering packaged offerings, and delivering custom solution engagements focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
  • Delivery - Manage engagements that prove the use of AWS services to support new distributed computing solutions spanning private and public cloud services, including integration and adaptation of existing enterprise call centers into Amazon Connect.
  • Communication - Provide guidance on people, organizational, security and compliance aspects of transforming the contact center to the Cloud.
  • Technical setup - Configure AWS services in-line with best practices.
  • Coaching - Coach customers and partner teams to be self-sufficient.
About AWS

AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Our team helps 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 spans 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.

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 (e.g., Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.)
Preferred Qualifications
  • 10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Prem environment, particularly with application integration for CRM/ WFM platforms
  • Professional Services or Consulting experience in highly-visible customer-facing roles
  • Familiarity with Amazon Connect capabilities, benefits, and deployment skills
  • Visible IT industry thought leadership on 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
Additional

Location: Melbourne, Victoria, Australia. This is a customer-facing role.


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