CX Transformation Lead - AI-Driven Contact Center Solutions

Amazon Web Services (AWS); Melbourne; On-site; AUD 140,000 - 200,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking a hands-on Senior Delivery Consultant with deep contact centre expertise to lead CX transformation engagements for APJC customers. You will own solution design, delivery delivery, and customer outcomes, working with stakeholders across operations, IT, and business.

The role focuses on contact centre operations, WFM, QM, and omnichannel engagement, leveraging Amazon Connect, Lex, Bedrock, and cloud-native architectures to modernise how customers

Qualifications

• 7+ years of technical specialist, design and architecture experience.
• 5+ years of software development with object oriented language experience.
• 7+ years of external or internal customer facing, complex and large scale project management experience.
• Deep domain expertise in contact centre operations including workforce management, quality management, routing design, IVR/IVA, and omnichannel engagement.

Responsibilities

• Lead end-to-end delivery of CX engagements or major workstreams within transformation programs, taking ownership of scope, quality, timeline, and customer outcomes.
• Architect and deliver contact centre solutions incorporating Amazon Connect, conversational AI, workforce management, quality management, and CRM integrations.
• Lead customer discovery and envisioning workshops to understand operational challenges, define transformation objectives, and shape solution roadmaps.
• Design and implement intelligent automation including AI-powered agents, natural language understanding, sentiment analysis, and agent assist capabilities.
• Define and track success metrics and KPIs for engagements (e.g., first-contact resolution, average handle time, customer satisfaction, agent productivity, cost-to-serve).
• Create and maintain solution design documents, technical architecture diagrams, integration specifications, implementation runbooks, and operational handover documentation.
• Guide product owners and business stakeholders in breaking down complex requirements into epics and user stories, prioritising features, and defining MVP scope and release plans.
• Provide strategic guidance on contact centre best practices, process optimisation, organisational change management, and adoption enablement.
• Coach and mentor customer teams, partner consultants, and junior AWS consultants to build capability and self-sufficiency.
• Collaborate with AWS field sales, pre-sales, and product teams, contributing customer insights and feedback to inform product roadmaps.

Skills

Tech architecture

OO programming

Project management

Contact centre domain

Tools

Amazon Connect

Amazon Lex

Bedrock

Job description

Amazon Web Services Australia Pty Ltd is seeking a hands-on Senior Delivery Consultant with deep contact centre expertise to lead CX transformation engagements for APJC customers. You will own solution design, delivery delivery, and customer outcomes, working with stakeholders across operations, IT, and business.

The role focuses on contact centre operations, WFM, QM, and omnichannel engagement, leveraging Amazon Connect, Lex, Bedrock, and cloud-native architectures to modernise how customers