Delivery Consultant - Connect and Lex, Amazon Connect Center of Delivery Excelle

Overview

Delivery Consultant - Connect and Lex, Amazon Connect Center of Delivery Excellence at Amazon Web Services (AWS). The ProServe team is seeking a skilled Delivery Consultant to work with customers to design, implement, and manage AWS solutions that meet technical requirements and business objectives. You will drive customer success through the 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
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

Basic Qualifications

• 3+ years of experience in cloud architecture and implementation
• Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience
• 3+ 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., Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce)
• 1+ 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
• 2+ years hands-on coding experience with REST APIs and web services, including successful integration of contact center platforms (e.g., Genesys, Amazon Connect, Five9)

Preferred Qualifications

• 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 security and compliance standards (e.g., HIPAA, GDPR)
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences
• 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) including architecture design, model selection and integration, prompt engineering, and data preparation

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.