Specialist Technical Account Manager - Amazon Connect, AWS UKI

55 Redefined Ltd; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Specialist Technical Account Manager to drive operational excellence for customers using Amazon Connect. This role involves providing strategic guidance, leading architectural reviews, and acting as a trusted advisor to business leaders. You'll collaborate with various teams to tackle complex challenges while sharing best practices through forums and public speaking events. This position offers a unique opportunity to enhance your technical and consulting skills in a dynamic environment, making a significant impact on customer success and cloud operations.

Qualifications

• 4+ years of experience in Contact Center implementations and technical leadership.
• Experience with Telecom Carrier Peering and large-scale migrations.

Responsibilities

• Provide technical expertise to achieve operational excellence in security and efficiency.
• Collaborate with teams to solve challenging business problems.

Skills

Contact Center Implementation

Integration across WFM, CRM, and contact center solutions

Telecom Operations

Technical Leadership

Written Communication Skills

Education

AWS Certifications

Tools

Amazon Connect

WebRTC

SIP

AWS Technologies

Job description

DESCRIPTION

Are you a Technologist with deep background knowledge of Telco Operations in the Cloud? We're looking for Experts in Amazon Connect to help our customers achieve operational excellence on Amazon connect at scale. As a Specialist Technical Account Manager (STAM), you act as a Cloud Operations Architect for your domain. You'll provide strategic guidance to customers on the implementation and operations of Connect, applying your knowledge of best practices to reduce operational risk, increase governance, and allow customers to get the most out of their Connect implementation. This is a post-sales advisory role within our Enterprise Support team, where you can further develop your technical, leadership, and consulting skills. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.

Key job responsibilities

1. Provide customers with deep technical expertise in your domain to achieve operational excellence in security, resilience, and efficiency.
2. Collaborate with Technical Account Managers, Solutions Architects, and account managers to ideate around your customers' most challenging business problems.
3. Act as a trusted advisor to line of business and C-suite leaders.
4. Lead architectural reviews and workshops to advance your customer's technical objectives.
5. Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc.
6. Educate customers on the value proposition of AWS, and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
7. Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams.
8. Act as primary point of contact for urgent customer issues in your technical specialty.

BASIC QUALIFICATIONS

• 4+ years of design/implementation/operations/consulting of Contact Center implementations
• 4+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology
• Experience in internal enterprise or external customer-facing environment as a technical lead
• Experience in Telco operations such as Telecom Carrier Peering and large-scale migrations/porting.

PREFERRED QUALIFICATIONS

• Deep experience in Telecom Architecture design, build, deploy and maintenance.
• Deep experience deploying and managing Amazon Connect
• Experience implementing on or operating with AWS-specific technologies
• AWS Certifications, e.g. AWS Solutions Architect Associate / Professional / Speciality highly desirable.
• Internal enterprise experience working with a wide range of internal stakeholders on operations implementation or migration with a company-wide impact.
• Ability to understand complex application data flows and bridge the gap between technical and business app requirements.
• Strong written communication skills as well as a proven track record of writing clear process and technical documentation.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.