Delivery Consultant - Customer Experience, Technology and Industries

Amazon Inc.; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking a Delivery Consultant to help enterprise customers migrate and optimize call centers using Amazon Connect within AWS cloud environments. You will lead on-site engagements, deliver reference architectures, and craft reusable artifacts to accelerate customer success.

You will work with sales, pre-sales, training, and support teams to ensure production-grade deployments and scalable solutions across cloud and hybrid environments.

Qualifications

• Bachelor's degree in a related field (business, tech, or engineering).
• Extensive experience as a contact center architect/lead and with top contact center platforms.
• Hands-on design, development and deployment of contact center solutions at scale.

Responsibilities

• Collaborate with AWS field teams to help partners and customers learn 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, requirements gathering, and delivering custom solutions focused on contact center organization and tooling.
• Oversee engagements spanning private and public cloud services, including integration and adaptation of existing contact centers into Amazon Connect.
• Contribute to technology roadmaps by sharing real-world implementation challenges and best practices via whitepapers and playbooks.
• Partner with new vendors to enable and upskill existing partners.

Skills

Enterprise call centers

Cloud computing

AI

CRM platforms

Amazon Connect

Leadership

Education

Bachelor's degree in business administration, finance, economics, computer science, data science, engineering

Tools

Amazon Connect

Avaya

Cisco

Genesys

Salesforce

NICE

Verint

Job description

Delivery Consultant - Customer Experience, Technology and Industries

Job ID: 10590842 | Amazon Web Services Australia Pty Ltd

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

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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.