Senior Delivery Consultant - Customer Experience, Technology and Industries

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

Senior Delivery Consultant - Customer Experience, Technology and Industries

Job ID: 10590843 | Amazon Web Services Australia Pty Ltd

AWS Professional Services (ProServe) is looking for a hands-on Senior Delivery Consultant with deep contact centre domain expertise and a passion for delivering transformational customer experience outcomes. In this role, you will lead engagements or major workstreams within larger CX transformation programs for APJC customers, taking technical ownership of solution design, delivery execution, and customer outcomes.

You will bring deep practitioner experience across contact centre operations, workforce management (WFM), quality management (QM), and omnichannel customer engagement. You will combine this domain expertise with strong technical skills in Amazon Connect, conversational AI, and cloud-native architectures to design and deliver solutions that modernise how customers operate their contact centres, manage their workforce, and serve their end customers.

You will work directly with customer stakeholders including contact centre managers, operations leads, IT architects, and business owners to translate operational requirements into well-architected solutions. You will lead discovery workshops, define solution architectures, build and configure platforms, establish success metrics, and coach customer and partner teams toward self-sufficiency.

This is a customer-facing role based in Singapore. The role spans the APJC region and you will be required to travel to customer sites 50% or more of the time. You will work alongside AWS technology experts and have access to AWS's breadth of CX, AI, and Cloud services (including Amazon Connect, Amazon Lex, Amazon Bedrock, and generative AI capabilities) to deliver solutions that drive measurable business outcomes.

Key job 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

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating; that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Basic 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

Preferred Qualifications

• Experience working within teams delivering software products and features using agile methodologies
• Hands-on experience with Amazon Connect, including configuration, customisation, and deployment at enterprise scale
• Experience with AI/ML technologies in contact centre applications, including natural language understanding (NLU), conversational AI, chatbot development (Amazon Lex), prompt engineering, and large language model implementation (Amazon Bedrock)
• Experience with CRM and WFM platform integrations (e.g., Salesforce, ServiceNow, NICE, Verint, Calabrio)

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.