Senior Delivery Consultant - Connect and Lex, Amazon Connect Center of Delivery Excellence

Overview

Amazon Web Services Professional Services (Pro Serve) team seeks a skilled Delivery Consultant to design, implement, and manage AWS solutions that meet customers’ technical requirements and business objectives. The role involves working closely with customers to architect complex, scalable, and secure solutions, gather requirements, assess infrastructure, propose migration strategies, and lead implementation while ensuring best practices and risk management.

• Design and implement complex, scalable, and secure AWS solutions tailored to customer needs.
• Provide technical guidance and troubleshooting support throughout project delivery.
• Collaborate with stakeholders to gather requirements and propose effective migration strategies.
• Act as a trusted advisor to customers on industry trends and emerging technologies.
• Share knowledge within the organization through mentoring, training, and creating reusable artifacts.

• Bachelor's degree or equivalent professional experience.
• Experience as a technical specialist in design and architecture.
• Experience with cloud-based solutions (AWS or equivalent), system, network, and operating system design.
• 5+ years of experience in cloud architecture and implementation.
• 5+ 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 (e.g., Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce).
• 3+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, Azure Bot Service) at enterprise scale in a contact center environment.
• 3+ 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 Professional level certification.
• Knowledge of security and compliance standards, including HIPAA and GDPR.
• Experience communicating technical concepts to diverse audiences in pre‑sales environments.
• Proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, Cloud Formation).
• Experience with automation and scripting (e.g., Terraform, Python).
• Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and deployment skills.
• Experience incorporating generative AI into the contact center (voice or chat bots, agent assist or next best action) including architecture design, model selection, 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.