Senior CX Transformation Consultant

Amazon Inc.; Melbourne; On-site; AUD 177,000 - 244,000; Full time

Job summary

Amazon Web Services (AWS) Australia is seeking a Senior Delivery Consultant with deep contact centre expertise to drive CX transformations for APJC customers. You will own solution design, delivery execution, and customer outcomes in a hands-on, customer-facing role.

You will lead workshops, design architectures, and deliver intelligent automation leveraging Amazon Connect, Lex, Bedrock, and CRM integrations, while guiding teams to sustainable self-sufficiency.

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 delivery of 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.

Skills

Contact centre operations

WFM

QM

Omnichannel engagement

Amazon Connect

NLU

AI/ML in contact centres

CRM integrations

Tools

Amazon Lex

Bedrock

CRM integrations

NLP

Job description

Amazon Web Services (AWS) Australia is seeking a Senior Delivery Consultant with deep contact centre expertise to drive CX transformations for APJC customers. You will own solution design, delivery execution, and customer outcomes in a hands-on, customer-facing role.

You will lead workshops, design architectures, and deliver intelligent automation leveraging Amazon Connect, Lex, Bedrock, and CRM integrations, while guiding teams to sustainable self-sufficiency.