Sr. Delivery Consultant - Connect, Professional Services
Core
Design, implement, and manage Amazon Connect solutions for enterprise contact center transformations, acting as a trusted advisor on cloud migration and operational strategy.
Role type
Senior IC delivery consultant (cloud contact center)
Builds
Cloud-native contact center solutions leveraging Amazon Connect, Lex, and peripheral AWS services
Domain
Cloud computing + Contact center operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Architecting scalable contact center solutions, Cloud infrastructure automation (IaC), Contact center operations expertise, AI-powered contact center capabilities implementation, Enterprise integration (CTI, CRM, WFM), Omnichannel architecture design, Customer-facing technical engagement leadership
Preferred skills
Experience with Genesys Cloud, Cisco UCCE, Avaya, Salesforce, ServiceNow, Conversational AI, Speech analytics, Agent assist solutions
Technologies
Amazon Connect, Amazon Lex, Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, DynamoDB, Salesforce, ServiceNow
Responsibilities
Collaborate with sales and support teams to enable partners/customers on production-grade AWS environments, Design and architect complex contact center solutions, Lead technical discussions with IT executives, Define and deliver on-site professional services engagements, Manage integration of existing enterprise call centers into Amazon Connect, Create and share frameworks/methods for Amazon Connect implementations
Seniority
Senior, hands-on IC with customer-facing delivery