Senior Delivery Consultant - Customer Experience, Technology and Industries
Core
Lead end-to-end delivery of Customer Experience (CX) transformation programs for contact centers, designing and implementing solutions using Amazon Connect, conversational AI, and cloud-native architectures.
Role type
Senior Delivery Consultant (Customer Experience & Technology)
Builds
Contact center solutions, intelligent automation, and cloud-based CX platforms for APJC customers.
Domain
Contact Center Operations, Workforce Management, Cloud Computing, AI/ML
Deliverable
production ML models | product features
Required skills
Contact center operations expertise, Workforce Management (WFM), Quality Management (QM), Amazon Connect, Conversational AI, Cloud-native architecture, Solution design, Project management, CRM integrations
Preferred skills
Agile methodologies, Amazon Lex, Amazon Bedrock, Prompt engineering, NLU, Chatbot development
Technologies
Amazon Connect, Amazon Lex, Amazon Bedrock, Salesforce, ServiceNow, NICE, Verint, Calabrio
Responsibilities
Lead discovery workshops to define transformation objectives, Architect and deliver contact center solutions with AI and automation, Define and track success metrics (FCR, AHT, CSAT), Create technical architecture diagrams and implementation runbooks, Coach customer teams and partner consultants, Collaborate with field sales and product teams
Seniority
Senior, hands-on IC