Principal Delivery Consultant - Connect and Conversational AI, Amazon Connect Center of Deliver

Overview

Description:

The Amazon Web Services Professional Services (Pro Serve) team is seeking a Delivery Consultant to join AWS. You will work with customers to design, implement, and manage AWS solutions that meet technical requirements and business objectives, driving customer success throughout the project lifecycle. You will architect complex, scalable, and secure solutions, gather requirements, assess current infrastructure, and propose migration strategies to AWS.

You will lead the implementation, ensure best-practice adherence, optimize performance, and manage risks while guiding customers on industry trends and emerging technologies.

• 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

• Bachelor's degree in Computer Science, Math, or a related field
• 8+ years of experience in cloud architecture and implementation
• 8+ years of experience as a contact center technology architect, enterprise IT Architect, or senior contact center developer with leading contact center platforms (e.g., Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.)
• 5+ 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
• 8+ 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 experience with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, Cloud Formation)
• AWS Professional level certifications (e.g., Solutions Architect Professional, Dev Ops Engineer Professional) preferred
• Experience with automation and scripting (e.g., Terraform, Python)
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences
• Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and deployment skills
• Experience incorporating generative and agentic AI into the contact center (voice or chat bots, agent assist or next best action), including architecture design, model selection and integration, prompt engineering, and data preparation

Equal opportunity employer statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Other notes:
For applicants in Los Angeles County or San Francisco, job duties may include safety and compliance requirements; fair chance ordinances may apply. If you require a workplace accommodation during the application and hiring process, please visit (Use the "Apply for this Job" box below). for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Compensation and benefits:
The base salary range is listed below. Your package may include sign-on payments and RSUs. Final compensation is based on experience, qualifications, and location. AWS offers comprehensive benefits including health insurance, 401(k) matching, paid time off, parental leave, and more. For details, visit .

Locations and salary ranges (illustrative): USA, CA, Mountain View; USA, CA, San Francisco; USA, CO, Denver; USA, GA, Atlanta; USA, IL, Chicago; USA, NY, New York; USA, TX, Austin; USA, TX, Dallas; USA, VA, Arlington; USA, WA, Seattle. Job : A3164960