Amazon Web Services, Inc. Looking For Amazon Connect Specialty Consultant at Remote Full Time

• Bachelor’s degree required
• At least 8 years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
• Hands-on technical practitioner and individual contributor

Job summary

Would you like a career that gives you opportunities to help customers and partners use cloud computing web services to do big new things faster and at lower cost? Do you have a background in enterprise call centers, and a passion for driving innovation into existing IT organizations? Are you comfortable working on-site in a variety of business environments, leading teams through high-impact projects blending the newest technology with existing operational methodologies and tooling? Are you passionate about helping customers solve the people, organizational and process issues preventing them realizing the benefits of cloud?

At AWS, we’re hiring experienced consultants with a background in enterprise call centers to help our enterprise customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments. Our consultants will deliver proof-of-concept projects, re-usable artifacts, reference architectures, and lead implementation projects to assist some of the world’s leading enterprises transform their call centers to Amazon Connect and the AWS platform.

We’re looking for someone who is passionate about:
Working on the cutting edge of innovative AWS products and services – Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms

• Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
• Architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
• Providing guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
• Setting-up and configuring AWS services in-line with best practices
• Coaching customers and partner teams to be self-sufficient

Key job responsibilities

Responsibilities include:

• Expertise – Collaborate with AWS field sales, pre-sales, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
• Solutions – Define and deliver on-site Professional Services engagements with partners and customers. This includes participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
• Delivery – Engagements include short on-site projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect.

This is a customer facing role. You will be required to travel to client locations will be required to deliver professional services when needed.

About the team

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have thirteen employee-led affinity groups, reaching 85,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance

Our team puts a high value on work-life harmony. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here. We are a customer-obsessed organization—leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. As such, this is a customer facing role in a hybrid delivery model. Project engagements include remote delivery methods and onsite engagement that will include travel to customer locations as needed.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

This is a customer facing role. You will be required to travel to client locations will be required to deliver professional services when needed.

• Computer Science, Information Systems, or Engineering background preferred; Master’s degree desired
• 10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms
• Professional Services or Consulting experience in highly-visible customer-facing roles
• Familiarity with Amazon Connect capabilities, benefits, and required deployment skills
• Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.
• Enterprise call center / telecom implementation and operations experience
• Serverless development experience including complex integrations with Amazon Lex, Lambda, Redshift, Aurora, Kinesis and Dynamo DB
• Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI
• Use of AWS services in distributed environments with Microsoft, IBM, Citrix, VMware, Oracle, HP, etc.
• Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations
• Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.