• Bachelor’s degree or 5+ years of professional or military experience
• 5+ years of IT implementation experience
• Experience as a contact center technology architect, enterprise IT Architect or contact center software development engineer
• Experience working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
• Experience with integration of cloud services with on-premise technologies from Microsoft, IBM, Oracle, HP, SAP etc.
• Scripting and coding skills (Examples include but are not limited to: Java (OR) Python (OR) Java (OR) NodeJS (OR) JavaScript (OR) Powershell (OR) Bash)

Job summary
At Amazon Web Services (AWS), we’re hiring experienced consultants with a background in enterprise call centers to help our enterprise customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect 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 transform their call centers to Amazon Connect and the AWS platform.

The Global Competency Center (GCC) team provides direct to customer, back office and packaged delivery consulting services to customers remotely from a centralized location. Our consultants are builders and deliver projects, technical workshops, and lead implementation projects with customers around the globe. These professional services engagements focus on customer solutions such as, web applications, enterprise applications, high performance computing, batch processing, big data, archiving, disaster recovery, migration, security risk and compliance.

We’re looking for someone who is passionate about:

• Working on the cutting edge of innovative AWS products and services
• 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-sufficient

Responsibilities include:

• Expertise - Help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
• Solutions - Define and deliver Professional Services engagements remotely with partners and customers. This includes participating in remote delivery project planning, 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 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.

Amazon aims to be the most customer-centric company on earth. Amazon Web Services (AWS) provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers critical applications for over a million businesses in 190 countries around the world.


Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

• Computer Science, Information Systems, or Engineering background preferred; Master’s degree desired.
• Hands-on experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms, and/or frontend development.
• Professional Services or Consulting experience in highly-visible customer-facing roles.
• Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment.
• Hands-on experience working on the design, development and deployment of contact center solutions at scale.
• 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.
• 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.
• Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The pay range for this position in Colorado is $131,300 - 177,600 yr.; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

The pay range for this position in Jersey City is $144,500 - 195,400 yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Pay Transparency Regulation of Jersey City Municipal Code. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.