Sr. Delivery Consultant, Customer Experience

Sr. Delivery Consultant, Customer Experience

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 Amazon Web Services Professional Services (Pro Serve) team is seeking a skilled Delivery Consultant to join our team at Amazon Web Services (AWS). In this role, you’ll work closely with customers to design, implement, and manage AWS solutions that meet their technical requirements and business objectives. You’ll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices throughout the project lifecycle.

Possessing a deep understanding of AWS products and services, you will architect complex, scalable, and secure solutions tailored to each customer. You’ll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As a trusted advisor, you’ll provide guidance on industry trends, emerging technologies, and innovative solutions, leading the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks throughout the project.

• 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 advisor to customers on industry trends and emerging technologies.
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts.

• Bachelor’s degree required.
• 10+ 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.
• Hands‑on experience designing, developing, and deploying contact center solutions at scale.

• 10+ years of experience building call center, collaboration, or telephony platforms in a cloud or on‑premises environment, particularly building application integration capabilities for CRM/ WFM platforms.
• Familiarity with Amazon Connect capabilities and deployment skills; responsibility for designing, implementing, and operating contact centers or telecommunication infrastructures within an enterprise environment.
• Visible IT industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.
• Experience implementing and optimizing AI‑powered customer service solutions.
• Experience with AI/ML technologies in contact center applications, including natural language understanding (NLU), natural language processing (NLP), prompt engineering, large language model implementation, chatbot development and optimization, and AI/ML model training and fine‑tuning.
• Serverless development experience, including complex integrations with Amazon Lex, Lambda, Kinesis, Dynamo
  
  DB, Bedrock, and third‑party AI services.
• Software development or Dev Ops experience integrating contact center platforms, CRMs, and WFMs.

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Amazon Web Services is the world’s most comprehensive and broadly adopted cloud platform. We pioneer cloud computing and never stop innovating, which is why customers from startups to Global 500 companies trust our suite of products and services to power their businesses.

We value work‑life harmony and 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.

Our inclusive team culture is built on learning and curiosity. Employee‑led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and Amaze Con conferences, inspire us to never stop embracing our uniqueness.

We’re continuously raising our performance bar as we strive to become Earth’s best employer, offering extensive mentorship, career growth resources, and knowledge‑sharing opportunities to help you develop into a well‑rounded professional.

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