Principal Customer Success Specialist – Connect AI CX, Customer Success Center of Excellence

AWS is seeking a Principal Customer Success Specialist — Connect AI CX to lead strategic transformation initiatives for enterprise customers adopting AI-powered customer experience solutions built on Amazon Connect. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence (COE), requiring a rare combination of executive-level strategic vision and the practical credibility to design, validate, and scale transformation frameworks across the enterprise market.

This role goes well beyond tactically driving adoption. You will define the methodologies, playbooks, and repeatable models that shape how AWS, its customers, and partners approach AI-powered contact center transformation. Your work will directly influence product roadmaps, partner motions, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprise and SMB account s globally.

In this role, you will engage directly with customers to drive adoption and capture insights that inform the creation of Customer Success playbooks. You will then enable partners to adopt and execute these playbooks at scale. You will shape the future of customer experience transformation by building the frameworks, assets, and methodologies that enable AWS field teams and partners to deliver transformative outcomes for enterprise customers. If you are a senior practitioner who wants to design the next generation of AI-powered CX transformation—not just implement it—this is your opportunity.

We're looking for candidates with:

Technical & Platform Skills
- Hands-on experience with cloud technologies and AWS services, preferably including contact center or CX platform deployments at enterprise scale
Program & Delivery Excellence
- PMP, SCRUM, Agile, or SAFe certification with demonstrated track record driving measurable business outcomes (cost reduction, revenue growth, CSAT improvement) in enterprise transformation initiatives
Ecosystem & Thought Leadership
- Experience building partner ecosystems and enablement programs, including co-developing delivery methodologies with strategic partners
- Published thought leadership in CX transformation or AI deployment, with track record influencing product roadmaps through customer insight synthesis


Key job responsibilities
Strategic Customer Transformation:
- Design and execute comprehensive AI-powered CX transformation strategies for enterprise customers, addressing technical, operational, and organizational dimensions through integrated frameworks, maturity models, and executive alignment across complex stakeholder environments
Offering Development & Scaling:
- Build repeatable methodologies, playbooks, and domain-specific assets that enable AWS and partners to deliver consistent transformation outcomes at scale
- Synthesize customer engagement learnings into reusable frameworks and documented success patterns, establishing feedback loops that inform AWS product roadmap and GTM strategy
Partner Ecosystem Enablement:
- Co-develop transformation offerings with strategic partners and support the partner-led organization as they create enablement programs—including training, certification, and delivery toolkits —that scale high-quality customer success delivery through the partner ecosystem
Customer Success Management:
- Monitor customer health and proactively address transformation risks while driving measurable business value realization through structured success planning, executive business reviews, and customer advocacy initiatives
Thought Leadership & Innovation:
- Develop strong point-of-view content, maturity models, and best practices for AI-powered CX transformation that establish AWS intellectual leadership
- Influence product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events


About the team
The AWS Specialists & Partners (ASP) Customer Success Center of Excellence focus is to accelerate transformative customer outcomes at scale. As part of this team, you will work at the intersection of product, go-to-market, professional services, and partner organizations — serving as a strategic bridge between frontline customer insights and AWS priorities.

Amazon Connect is AWS's cloud-based contact center solution offering a comprehensive suite of AI capabilities including conversational AI, agent assistance, real-time and post-contact analytics, AI-powered forecasting, and emerging agentic AI capabilities for autonomous customer service. The enterprise market for AI-powered customer experience transformation is one of the largest and fastest-growing segments in cloud computing, and this role sits at its center.

Cross-Functional Partnerships
- AWS Product & Engineering teams for Amazon Con