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

Amazon

Seattle, WA

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JOB DETAILS
SKILLS
AWS Lambda, Amazon Elastic Compute Cloud (EC2), Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Application Programming Interface (API), Artificial Intelligence (AI), Avaya Software, Best Practices, Call Centers, Cisco Network Systems, Cloud Architecture, Cloud Computing, Computer Science, Consulting, Conversation Engine, Customer Support/Service, DevOps, Emerging Technology, Enterprise Architecture, Enterprise Computing, Genesys Solutions, HIPAA (Health Insurance Portability and Accountability Act), Identify Issues, Industry/Trade Analysis, Information Architecture, LEX (LEXical analyzer), Maintain Compliance, Mathematics, Mentoring, Microsoft Windows Azure, Migration Strategy, Natural Language Processing (NLP), People Management, Performance Tuning/Optimization, Professional Services, Project Lifecycle, Protective Services, Python Programming/Scripting Language, REST (Representational State Transfer), Regulatory Compliance, Requirements Management, Risk Management, Salesforce.com, Scripting (Scripting Languages), Startup, Team Player, Technical Leadership, Technical Support, Voice Chat, Voice Response Systems, Web Services
LOCATION
Seattle, WA
POSTED
30+ days ago
Description The Amazon Web Services Professional Services (ProServe) 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, as a Delivery Consultant you will be proficient in architecting complex, scalable, and secure solutions tailored to meet the specific needs of each customer. You'll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As trusted advisors to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions, you will be responsible for leading the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks throughout the project. The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries. Key job responsibilities As an experienced technology professional, you will be responsible for: - 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 About the team ABOUT AWS: Diverse Experiences Amazon 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. 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 in the cloud. Inclusive Team Culture AWS 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 and 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. AWS Global Services AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You'll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud. Basic Qualifications - Bachelor's degree in computer science, engineering, mathematics or equivalent - 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, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc. - 3+ 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 - 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) Preferred Qualifications - Knowledge of security and compliance standards including HIPAA and GDPR - Experience communicating technical concepts to non-technical audiences - AWS experience preferred, with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, CloudFormation) - AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred - Experience with automation and scripting (e.g., Terraform, Python) - Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and required deployment skills - Experience incorporating generative AI into the contact center (voice or chat bots, agent assist or next best action) to answer questions or drive self-service experiences, 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. 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, AZ, TEMPE - 153,600.00 - 207,800.00 USD annually USA, CA, Mountain View - 176,600.00 - 239,000.00 USD annually USA, GA, Atlanta - 153,600.00 - 207,800.00 USD annually USA, MA, Boston - 153,600.00 - 207,800.00 USD annually USA, NJ, Jersey City - 169,000.00 - 228,600.00 USD annually USA, TX, Dallas - 153,600.00 - 207,800.00 USD annually USA, VA, Arlington - 153,600.00 - 207,800.00 USD annually USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually

About the Company

A

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles