Delivery Consultant, Amazon Connect, Professional Services

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Delivery Consultant, Amazon Connect to join our team. In this role, you'll work closely with customers to design, implement, and manage Amazon Connect solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their contact center transformation journey, providing specialized expertise in Amazon Connect and related AWS services throughout the project lifecycle.

As a Delivery Consultant, Amazon Connect, you will possess deep understanding of Amazon Connect, contact center operations, and AWS products and services. You will be proficient in architecting complex, scalable, and secure contact center solutions tailored to meet the specific needs of each customer.

Key job responsibilities
Technical Leadership & Solution Design:

* 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
* Design and implement complex, scalable, and secure Amazon Connect solutions tailored to customer needs
* Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB
* Lead technical and design discussions with IT executives to help enterprises speed their adoption of new contact center technologies and practices

Customer Engagement & Professional Services Delivery:

* Define and deliver on-site Professional Services engagements with partners and customers, including participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings
* Deliver custom solution engagements specifically focused on call center organization, processes, tooling and integration
* Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
* Act as a trusted advisor to customers on contact center industry trends, emerging technologies, and innovative cloud solutions

Implementation & Integration:

* Lead engagements that include short on-site projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services
* Manage integration and adaptation of existing enterprise call centers into Amazon Connect
* Set up and configure AWS services in-line with best practices for contact center operations
* Coach customers and partner teams to be self-sufficient in managing their Amazon Connect environments

Knowledge Sharing & Innovation:

* Create and apply frameworks, methods, best practices and artifacts specific to Amazon Connect implementations
* Share knowledge within the organization through mentoring, training, and creating reusable contact center artifacts
* Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
* Publish and present contact center solutions in large forums and across various media platforms


A day in the life
This is a customer facing role. You will be required to travel to client locations and deliver professional services as needed.
고객을 대면하는 역할이며, 필요에 따라 전문적인 서비스 제공을 위해 고객을 방문해야 할 수 있습니다.


About the team
About the team
AWS Global 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.

About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

다양성
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Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companie