Delivery Consultant - Customer Experience, Technology And Industries

Amazon Web Services Australia Pty Ltd; Sydney; On-site; AUD 150,000 - 230,000; Full time

Job summary

AWS professionals in Australia are sought for enterprise call center transformation using Amazon Connect within the AWS cloud. Lead on-site engagements to assess, migrate and optimize call center workflows, tooling, and integration.

Ideal candidates will have extensive knowledge of large-scale contact center architectures, cloud computing, and experience guiding organizational change, security and compliance considerations on cloud migrations.

Qualifications

• Experience implementing AWS services in distributed computing environments.
• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or related field.
• Extensive experience as a contact center technology architect or senior developer with leading platforms.
• Hands-on design, development and deployment of contact center solutions at scale.

Responsibilities

• Collaborate with field sales, pre-sales, training and support teams to help partners learn to build and move to production-grade AWS environments.
• Define and deliver on-site Professional Services engagements focusing on call center organization, processes, tooling and integration.
• Perform on-site engagements to prove AWS services support for new distributed computing solutions across private and public cloud.
• Share customer needs with product/engineering to influence roadmaps and contribute best-practice whitepapers.
• Partner with new vendors to help them become MSPs and upskill existing partners.

Skills

AWS services

Enterprise IT Architect

Contact center

Cloud computing

Leadership

Education

Bachelor's degree in related field

Tools

Avaya

Cisco

Genesys

Salesforce

Verint

Job description

Would you like a career that gives you opportunities to help customers and partners use cloud computing web services to do big new things faster and at lower cost? Do you have a background in enterprise call centers, and a passion for driving innovation into existing IT organizations? Are you comfortable working on-site in a variety of business environments, leading teams through high-impact projects blending the newest technology with existing operational methodologies and tooling? Are you passionate about helping customers solve the people, organizational and process issues preventing them realizing the benefits of cloud? At AWS, we’re hiring experienced consultants with a background in enterprise call centers to help our enterprise customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments. Our consultants will deliver proof-of-concept projects, re-usable artifacts, reference architectures, and lead implementation projects to assist some of the world’s leading enterprises transform their call centers to Amazon Connect and the AWS platform.

We're looking for someone who is passionate about:

• Working on the cutting edge of innovative AWS products and services
• Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms
• Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
• Architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
• Providing guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
• Setting-up and configuring AWS services in-line with best practices
• Coaching customers and partner teams to be self-sufficient

Key job responsibilities

• Expertise - 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
• Solutions - Define and deliver on-site Professional Services engagements with partners and customers. This includes participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
• Delivery - Engagements 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. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect.
• Insights - Work with AWS product, engineering and support teams to convey partner and customer needs and feedback as input to technology roadmaps. Share real world implementation challenges and recommend new capabilities that would simplify adoption and drive greater value from use of AWS cloud services. Contribute to best practice in the form of whitepapers and playbooks.
• Partnering - Work with new vendors to help them become MSPs and enable and upskill existing partners.

This is a customer facing role. You will be required to travel to client locations to deliver professional services when needed.

BASIC QUALIFICATIONS

• Experience implementing AWS services in a variety of distributed computing environments
• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• Extensive experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
• Hands-on experience working on the design, development and deployment of contact center solutions at scale

PREFERRED QUALIFICATIONS

• 5+ years of IT implementation experience
• Experience and technical expertise (design and implementation) in cloud computing technologies
• Experience leading the design, development and deployment of business software at scale or recent hands-on technology infrastructure, network, compute, storage, and virtualization experience
• Familiarity with Amazon Connect capabilities, benefits, and required deployment skills

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.