Description

Do you like helping U.S. Federal agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Amazon Web Services (AWS) Professional Services engage in a wide variety of projects for customers and partners, providing collective experience from across the AWS customer base and are obsessed about strong success for the Customer. Our team collaborates across the entire AWS organization to bring access to product and service teams, to get the right solution delivered and drive feature innovation based upon customer needs.

At AWS, we’re hiring experienced consultants with a background in enterprise contact centers to help our public sector customers understand, plan, and implement best practices around migrating, building, managing and operating Amazon Connect contact centers within their AWS cloud environments. Our consultants will deliver proof-of-concept projects, re-usable artifacts, reference architectures, and lead implementation projects to assist some of the world’s leading enterprises migrate, modernize, and transform their contact centers within AWS.

In this role, you will work backwards from the customer’s vision to design solutions that best fit their use cases. You should have deep expertise in contact center technologies like Amazon Connect or third-party providers like Avaya and Genesys and have experience building applications in the cloud at scale. In addition, you should have experience leveraging Amazon Lex for voice-driven interactions throughout the contact center. You should have excellent business acumen and communication skills to be able to work with business owners to develop and define key business questions and requirements. You will provide guidance and support for other engineers with industry best practices and direction. Experience building remote meeting applications or contact centers using Amazon Chime and integrating additional lines of communication using communications applications like Amazon PinPoint, SES, and Workmail are bonuses.

It is expected to work from one of the above locations (or customer sites) at least 1+ days in a week. This is not a remote position. You are expected to be in the office or with customers as needed.

This position requires that the candidate selected be a US Citizen and obtain and maintain a security clearance at the TS/SCI with polygraph level. Upon start, the selected candidate will be sponsored for a commensurate clearance for each government agency for which they perform AWS work.

Key job responsibilities

In this role you will:

• Help clarify customer business outcomes during project discovery.

• Provide expertise and guidance in contact center infrastructure, design, implementation, and optimization.

• Maintain domain knowledge and expertise in enterprise call centers, workforce management, artificial intelligence, and CRM platforms.

• Implement and extend frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience.

• Architect and build large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect.

• Build technical solutions that are secure, maintainable, scalable, reliable, performant, and cost-effective.

• Identify and prepare metrics and reports for the internal team and for customers to delineate the value of their solution to the customer.

• Identify, mitigate and communicate risks related to solution and service constraints by making technical trade-offs.

• Participate in growing their team’s skills and help mentor internal and customer team members.

• Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud.

Responsibilities include:

• 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 pre-sales on-site visits, 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 short on-site 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. You will be required to travel to client locations will be required to deliver professional services when needed.

About the team

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.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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.

Basic Qualifications

• Bachelor’s degree or equivalent experience

• 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 Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.

• Hands-on technical practitioner and individual contributor

• Hands-on experience working on the design, development and deployment of contact center solutions at scale

Preferred Qualifications

• Computer Science, Information Systems, or Engineering background preferred; Master’s degree desired

• Diverse technical background that includes architecting and developing the frontend and backend components of cloud-based web applications

• 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

• Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.

• Enterprise call center / telecomm implementation and operations experience

• Serverless development experience including complex integrations with Amazon Lex, Lambda, Redshift, Aurora, Kinesis and Dynamo DB

• Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.