Senior Delivery Consultant: CX Transformation & Cloud (Travel)

Amazon Inc.; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

Amazon Web Services Australia Pty Ltd is seeking a Senior Delivery Consultant to lead CX transformation engagements across APJC. You will own solution design, delivery execution and customer outcomes, leveraging Amazon Connect, Lex, Bedrock and CRM integrations.

You will work with contact centre managers, IT architects, and business owners to define roadmaps and MVP scope while traveling to customer sites 50% or more.

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, quality management, routing design, IVR/IVA, and omnichannel engagement

Responsibilities

• Lead end-to-end delivery of CX engagements or major workstreams, owning scope, quality, timeline and outcomes
• Architect and deliver contact centre solutions with Amazon Connect, AI, WFM and CRM integrations
• Lead discovery workshops to understand challenges and shape transformation roadmaps
• Design and implement intelligent automation including AI-powered agents and NLU
• Define and track KPIs such as FCR, AHT, CSAT, agent productivity, and cost-to-serve
• Create and maintain solution design documents, diagrams and runbooks
• Guide product owners in breaking down requirements into epics and MVP scope
• Provide strategic guidance on contact centre best practices and adoption enablement
• Coach teams to build capability and self-sufficiency
• Collaborate with AWS field sales, pre-sales and product teams to inform roadmaps

Skills

Technical architecture

Software development

Project management

Contact centre operations

Tools

Amazon Connect

Salesforce

ServiceNow

NICE

Verint

Calabrio

CRM integrations

Job description

Amazon Web Services Australia Pty Ltd is seeking a Senior Delivery Consultant to lead CX transformation engagements across APJC. You will own solution design, delivery execution and customer outcomes, leveraging Amazon Connect, Lex, Bedrock and CRM integrations.

You will work with contact centre managers, IT architects, and business owners to define roadmaps and MVP scope while traveling to customer sites 50% or more.