Sr. Delivery Consultant, Customer Experience, Professional Services

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 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. We are seeking a Senior Delivery Consultant specializing in Amazon Connect Customer Experience to join AWS Professional Services. In this role, you will design, build, and deliver complex customer experience solutions on Amazon Connect, serving as the technical authority for enterprise-grade contact center transformations. You will spend **80% of your time** hands-on — architecting and implementing CX solutions — while leading pre-sales engagements, driving team capability development, and integrating AI-native approaches into every engagement. This is a customer-facing delivery leadership role that combines deep technical execution with strategic consulting, pre-sales leadership, and practice development. As an experienced technology professional, you will be responsible for: 1. Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs 2. Providing technical guidance and troubleshooting support throughout project delivery 3. Collaborating with stakeholders to gather requirements and propose effective migration strategies 4. Acting as a trusted advisor to customers on industry trends and emerging technologies 5. Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts ## Required Qualifications ### Technical Expertise - **10+ years** of hands-on experience designing and implementing Amazon Connect solutions (or equivalent enterprise contact center platforms with 3+ years on Connect) - **Deep proficiency** in Amazon Connect ecosystem: Contact Flows, Routing Profiles, Contact Lens, Amazon Q in Connect, Lex, Outbound Campaigns, Tasks, Cases, and Customer Profiles - **Strong software engineering skills** — Python, TypeScript/Node.js, AWS CDK/CloudFormation, CI/CD pipelines, serverless architectures (Lambda, Step Functions, DynamoDB, SQS/SNS) - **AI/ML competency** — practical experience implementing generative AI solutions using Amazon Bedrock, LLM-based agents, prompt engineering, RAG architectures, and conversational AI (Lex, Q in Connect) - **Integration expertise** — building production integrations with CRM/ITSM systems (Salesforce, ServiceNow, Zendesk), telephony (SIP/PSTN), and workforce management platforms - **Architecture at scale** — designing multi-region, multi-tenant, highly available contact center architectures handling 10,000+ concurrent contacts ### Consulting & Leadership - **Pre-sales experience** — led or co-led 5+ customer proposals/SOWs including effort estimation, delivery planning, and technical presentations to senior stakeholders - **Delivery leadership** — managed end-to-end delivery on engagements with 5+ team members, navigating scope changes, customer escalations, and go-live coordination - **Stakeholder management** — demonstrated ability to build trusted advisor relationships with VP/C-level customer stakeholders - **Mentoring track record** — coached or mentored 3+ junior consultants; contributed to team hiring decisions ### Certifications (Required or within 6 months of hire) - AWS Solutions Architect – Professional - AWS Certified AI Practitioner or ML Specialty - Amazon Connect Specialty (or equivalent