Senior CX Delivery Lead - Cloud, AI & Contact Centers

Amazon Web Services

Melbourne

On-site

AUD 167,000 - 233,000

Full time

3 days ago

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Job summary

Amazon Web Services (AWS) is seeking a hands-on Senior Delivery Consultant to lead CX transformation programs across APJC for customer engagements. You will own solution design, delivery execution, and measurable customer outcomes, collaborating with contact centre operations, WFM, QM and omnichannel engagements, using Amazon Connect, Lex, Bedrock and cloud-native architectures.

You will work with customer stakeholders to translate operational requirements into well-architected solutions, lead

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 (WFM), quality management (QM), routing design, IVR/IVA, and omnichannel engagement

Responsibilities

Lead end-to-end CX engagements or major workstreams within larger transformation programs, taking ownership of scope, quality, timeline, and customer outcomes
Architect and deliver contact centre solutions incorporating Amazon Connect, conversational AI (Amazon Lex, Bedrock), 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 (NLU), 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