Principal Delivery Consultant - Connect and Conversational AI, Amazon Connect Center of Deliver

Overview

AWS Pro Serve is seeking a Delivery Consultant to join the team. In this role, you will work closely with customers to design, implement, and manage AWS solutions that meet technical requirements and business objectives. You will drive customer success through the cloud journey, providing technical expertise and best practices throughout the project lifecycle. You should have a deep understanding of AWS products and services and be proficient in architecting complex, scalable, and secure solutions tailored to each customer’s needs.

You’ll gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As a trusted advisor, you will guide customers on industry trends, emerging technologies, and innovative solutions, while leading the implementation, ensuring adherence to best practices, optimizing performance, and managing risks.

• Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs
• Providing technical guidance and troubleshooting support throughout project delivery
• Collaborating with stakeholders to gather requirements and propose effective migration strategies
• Acting as a trusted adviser to customers on industry trends and emerging technologies
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

ABOUT AWS:
Diverse Experiences. AWS values diverse experiences. If you do not meet all preferred qualifications, we encourage you to apply. AWS promotes flexibility and inclusion, and provides opportunities for career growth and development. The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud, collaborating with customer teams and the AWS Partner Network (APN).

• Bachelor’s degree in Computer Science, Math, or a related field
• 8+ years of experience in cloud architecture and implementation
• 8+ years of experience as a contact center technology architect, enterprise IT Architect, or senior contact center developer working with platforms such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
• 5+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
• 8+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9)

• AWS experience with proficiency in a wide range of services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, Cloud Formation)
• AWS Professional level certifications (e.g., Solutions Architect Professional, Dev Ops Engineer Professional) preferred
• Experience with automation and scripting (e.g., Terraform, Python)
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Strong communication skills to explain technical concepts to both technical and non-technical audiences
• Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and deployment skills
• Experience incorporating generative and agentic AI into the contact center, including architecture design, model selection and integration, prompt engineering, and data preparation

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants:
Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company…