Senior Delivery Consultant - Amazon Connect, AWS Professional Services
- Melbourne, VIC
- Permanent
- Full-time
- 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-sufficientKey job responsibilities
- 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 discovery workshops - 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 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.A day in the life
AWS Professional Services (ProServe) is a global team of consultants that helps enterprise customers achieve their business outcomes on AWS Cloud. ProServe consultants work with hundreds of the world's largest enterprises to help them deliver their cloud initiatives.About the team
About AWSDiverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, 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.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.Inclusive Team CultureAWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.Mentorship & 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.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.BASIC QUALIFICATIONS- 10+ years of external or internal customer facing, complex and large scale project management experience
- 10+ years of cloud and on-premise integration experience
- 5+ years of software development with object oriented language experience
- Bachelor's degree, or 10+ years of professional or military experience
- At least 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.PREFERRED QUALIFICATIONS- 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 / telecomm implementation and operations experience
- Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AIAcknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.