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

Overview

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Delivery Consultant to join 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 drive 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
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

About AWS and the Team

Amazon Web Services (AWS) Professional Services (ProServe) is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. We provide focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.

Basic Qualifications

• 5+ years of experience in cloud architecture and implementation
• Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience
• 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)

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) to answer questions or drive self-service experiences, 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. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. For workplace accommodations or adjustments during the application and hiring process, visit amazon.jobs/accommodations.