Delivery Consultant, Customer Experience, Professional Services

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.

We are seeking a Senior Delivery Consultant specializing in Amazon Connect Customer Experience to join AWS Professional Services. In this role, you will design, build, and deliver complex customer experience solutions on Amazon Connect, serving as the technical authority for enterprise-grade contact center transformations. You will spend **80% of your time** hands-on — architecting and implementing CX solutions — while leading pre-sales engagements, driving team capability development, and integrating AI-native approaches into every engagement.

This is a customer-facing delivery leadership role that combines deep technical execution with strategic consulting, pre-sales leadership, and practice development.
As an experienced technology professional, you will be responsible for:
1. Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs
2. Providing technical guidance and troubleshooting support throughout project delivery
3. Collaborating with stakeholders to gather requirements and propose effective migration strategies
4. Acting as a trusted advisor to customers on industry trends and emerging technologies
5. Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts


## Required Qualifications

### Technical Expertise

- **10+ years** of hands-on experience designing and implementing Amazon Connect solutions (or equivalent enterprise contact center platforms with 3+ years on Connect)

- **Deep proficiency** in Amazon Connect ecosystem: Contact Flows, Routing Profiles, Contact Lens, Amazon Q in Connect, Lex, Outbound Campaigns, Tasks, Cases, and Customer Profiles

- **Strong software engineering skills** — Python, TypeScript/Node.js, AWS CDK/CloudFormation, CI/CD pipelines, serverless architectures (Lambda, Step Functions, DynamoDB, SQS/SNS)

- **AI/ML competency** — practical experience implementing generative AI solutions using Amazon Bedrock, LLM-based agents, prompt engineering, RAG architectures, and conversational AI (Lex, Q in Connect)

- **Integration expertise** — building production integrations with CRM/ITSM systems (Salesforce, ServiceNow, Zendesk), telephony (SIP/PSTN), and workforce management platforms

- **Architecture at scale** — designing multi-region, multi-tenant, highly available contact center architectures handling 10,000+ concurrent contacts


### Consulting & Leadership

- **Pre-sales experience** — led or co-led 5+ customer proposals/SOWs including effort estimation, delivery planning, and technical presentations to senior stakeholders

- **Delivery leadership** — managed end-to-end delivery on engagements with 5+ team members, navigating scope changes, customer escalations, and go-live coordination

- **Stakeholder management** — demonstrated ability to build trusted advisor relationships with VP/C-level customer stakeholders

- **Mentoring track record** — coached or mentored 3+ junior consultants; contributed to team hiring decisions


### Certifications (Required or within 6 months of hire)

- AWS Solutions Architect – Professional

- AWS Certified AI Practitioner or ML Specialty

- Amazon Connect Specialty (or equivalent demonstrated expertise)


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## Preferred Qualifications

- Experience with **Amazon Connect Agent Workspace**, **Step-by-step Guides**, and **Connect APIs** for custom CRM embedding

- Hands-on with **agentic AI frameworks** — multi-agent orchestration, MCP (Model Context Protocol), AgentCore, Strands SDK

- Knowledge of **contact center operations** — WFM, quality management, compliance recording, PCI-DSS, HIPAA considerations

- Experience **migrating legacy platforms** (Genesys, Avaya, Cisco, NICE) to Amazon Connect

- Background in **voice AI** — real-time STT/TTS, voice biometrics, IVR modernization, voicebot design

- Published **thought leadership** — blogs, conference talks, whitepapers, or reference architectures in the CX/contact center domain

- Familiarity with **ProServe delivery mechanisms** — PDLC, engagement management, CSAT frameworks, utilization tracking


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## Working Model

- **80% Delivery:** Hands-on customer engagements — designing, building, deploying Connect CX solutions

- **10% Pre-Sales:** Discovery workshops, proposals, estimations, customer presentations

- **10% Practice:** Team mentoring, capability uplift, TFC contributions, product team collaboration


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## About the Team

AWS Professional Services works with enterprise customers to accelerate cloud adoption and realize transformational business outcomes. The Connect CX practice delivers contact center modernization, AI-powered customer experience solutions, and omnichannel transformation programs for some of the world's largest organizations.

We are builders who are obsessed with customer outcomes, thrive in ambiguity, and believe the best solutions come from deep technical expertise combined with genuine curiosity about customer problems.

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Key job responsibilities
a).Solution Design & Delivery (80%)
Architect and deliver complex Amazon Connect implementations including multi-channel (voice, chat, email, task) contact center solutions for enterprise customers
1. Design end-to-end CX solutions encompassing contact flows, routing strategies, agent workspaces, real-time and historical analytics, workforce management integration, and omnichannel orchestration
2.Lead technical delivery on engagements valued at $1M+ — owning architecture decisions, HLD/LLD documentation, implementation patterns, and production go-live
3. Build production-grade integrations with CRM systems (Salesforce, ServiceNow), backend applications, and third-party platforms using Lambda, API Gateway, EventBridge, and Step Functions
4. Implement AI-powered capabilities including Amazon Q in Connect, Contact Lens, Lex-based conversational AI, generative AI agents, sentiment analysis, real-time transcription, and intelligent routing
5.Design and deploy agentic AI solutions multi-agent orchestration, tool-calling frameworks, prompt engineering, guardrails, and human-in-the-loop workflows within the contact center context
6.Ensure operational excellence establish monitoring (CloudWatch, Contact Lens), alerting, disaster recovery, and performance optimization for production contact center environments
7.Create reusable delivery accelerators CDK constructs, solution patterns, reference architectures, and automation frameworks that reduce future engagement timelines
b)Pre-Sales Leadership (10%)
1.Lead customer discovery conduct workshops, ideation sessions, and technical deep-dives to understand customer pain points and define CX transformation roadmaps
2.Create compelling proposals develop SOWs, technical architectures, effort estimations, and delivery plans for complex Connect engagements
3.Present to C-suite and senior stakeholders articulate business value, ROI projections, and differentiated solution approaches during competitive evaluations
4.Support pipeline development collaborate with Account Managers, Solutions Architects, and Engagement Managers to identify and qualify opportunities worth $500K–$5M+
5.Shape deal strategy define technical win themes, competitive positioning, and phased delivery approaches that de-risk customer commitments
c). Practice & Team Leadership (10%)
1.Lead and mentor a team of Connect consultants, providing architectural guidance, code reviews, and career development coaching
2.Drive capability uplift work with AWS Connect Specialist SAs and Product teams to enable the team on new features (Q in Connect, multi-party calls, outbound campaigns, generative AI integrations)
3. Establish technical governance define coding standards, deployment patterns, testing frameworks, and architectural review processes for the Connect practice
4.Contribute to thought leadership publish blogs, deliver Tech Field Community (TFC) sessions, present at AWS Summits, and build referenceable customer stories
5.Build partnerships collaborate with Connect product teams on feature requests, roadmap influence, and early-access programs; provide field feedback to shape product direction

About the team
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.

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.

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, including our Conversations
on Race and Ethnicity (CORE) and AmazeCon conferences, 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

Basic Qualifications

- 10+ years of technical specialist, design and architecture experience
- 5+ years of external or internal customer facing, complex and large scale project management experience
- 7+ years of consulting, design and implementation of serverless distributed solutions experience
- 3+ years of cloud based solution (AWS or equivalent), system, network and operating system experience
- Bachelor's degree in computer science, engineering, mathematics or equivalent
- 4+ Years of Experience in Amazon Connect

Preferred Qualifications

- 10+ years of consulting, design and implementation of serverless distributed solutions experience

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.