Cloud Contact Center Delivery Architect

Amazon Inc.; Sydney; Sur place; AUD 120 000 - 170 000; Plein temps

Résumé du poste

Amazon Inc. in Sydney seeks a Delivery Consultant to help enterprise customers adopt Amazon Connect and related AWS services in cloud and hybrid environments. This is a customer-facing, on-site role requiring travel to client locations and close collaboration with sales, engineering and support teams.

The role focuses on transforming call center operations through proven frameworks, large-scale integrations, and practical guidance on people, processes and technology to realize cloud benefits.

Qualifications

• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field.
• Extensive experience as a contact center architect, enterprise IT Architect or senior contact center developer with leading platforms.
• Hands-on experience designing and deploying contact center solutions at scale.

Responsabilités

• 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.
• Define and deliver on-site Professional Services engagements with partners and customers, including pre-sales visits, understanding requirements, proposing offerings and delivering custom engagements for call center processes, tooling and integration.
• Delivery engagements include on-site projects proving AWS services for new distributed computing solutions across private and public clouds, including integration of existing call centers into Amazon Connect.
• Contribute to roadmaps by sharing customer feedback and real-world challenges for AWS cloud service adoption; author whitepapers and playbooks.
• Partner with new vendors to enable MSPs and upskill existing partners.
• Travel to client locations to deliver professional services as needed.

Connaissances

Call center domain

Workforce management

AI / ML concepts

CRM platforms

Cloud architecture

People & process guidance

AWS setup & config

Customer coaching

Formation

Bachelor's degree

Outils

Avaya

Cisco

Genesys

Verint

NICE

Salesforce

Description du poste

Amazon Inc. in Sydney seeks a Delivery Consultant to help enterprise customers adopt Amazon Connect and related AWS services in cloud and hybrid environments. This is a customer-facing, on-site role requiring travel to client locations and close collaboration with sales, engineering and support teams.

The role focuses on transforming call center operations through proven frameworks, large-scale integrations, and practical guidance on people, processes and technology to realize cloud benefits.