Sr. Delivery Consultant - Connect, Professional Services

About

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Connect Specialist 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.

Responsibilities

• 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
• 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
• 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
• 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

Requirements

• 12+ years of experience in contact center solution design, implementation, or operations
• Hands-on experience building and deploying cloud-based contact center platforms (e.g., Amazon Connect, Genesys Cloud, Cisco UCCE, Avaya)
• Experience implementing AI-powered contact center capabilities such as conversational AI/chatbots, IVR automation, real-time speech analytics, or agent assist solutions
• Experience with contact center integrations including CTI, CRM (e.g., Salesforce, ServiceNow), and workforce management systems
• Strong understanding of contact center routing logic, queue management, and omnichannel architectures (voice, chat, email, SMS)
• Experience leading or participating in customer-facing technical engagements (requirements gathering, solution design, delivery)
• Knowledge of contact center concepts including IVR, ACD, workforce management, and quality management
• Strong understanding of telecommunications protocols and contact center integrations
• Strong communication skills with ability to explain technical concepts to both technical and non-technical audiences

Preferred

• Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field, or equivalent experience
• Hands-on experience with AWS services (e.g., Amazon Connect, Lambda, Lex, Polly, Bedrock, DynamoDB, Kinesis, S3, CloudWatch)
• AWS Certifications (e.g., Solutions Architect Associate, Machine Learning Specialty, or Amazon Connect Specialty badge)
• Experience with Amazon Connect specific features: Contact Flows, Contact Lens, Customer Profiles, Tasks, Outbound Campaigns, or Customer AI (Agentic self-service)
• Experience designing and implementing GenAI/Agentic AI solutions within contact center environments

Benefits

• Diverse experiences — AWS values diverse experiences and encourages candidates to apply even if they do not meet all qualifications
• Inclusive team culture with employee-led and company-sponsored affinity groups
• Mentorship & career growth resources including knowledge-sharing and career-advancing programs
• Work/life balance with flexibility as part of working culture