Amazon - Austin, TX
posted 27 days ago
Full-time - Senior
Austin, TX
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
About the position
The Amazon Connect Specialist Team within the Worldwide Specialist Organization (WWSO) focuses on providing deep technical expertise in customer experience (CX) and enterprise contact center solutions. This role involves collaborating with customers to solve complex challenges, driving the adoption of AWS services, and acting as a trusted advisor to business leaders. The position requires a blend of technical knowledge and the ability to communicate effectively with both technical teams and executive audiences, ensuring successful implementation of AWS solutions.
Responsibilities
- Provide customers with deep technical expertise in your domain to advance adoption of AWS products in service to customer goals.
- Collaborate with specialist, sales, marketing, and products teams to ideate around your customers' most challenging business problems.
- Act as a trusted advisor to line of business and C-suite leaders.
- Lead architectural reviews and workshops to advance your customer's technical objectives.
- Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc.
- Educate customers on the value proposition of AWS, and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
- Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams.
- Act as primary point of contact for urgent customer issues in your technical specialty.
Requirements
- 7+ years design/implementation/consulting experience of distributed applications
- 5+ years management of technical, customer facing resources
- 5+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
Nice-to-haves
- History of successful technical consulting and/or architecture engagements with large-scale customers or enterprises
- Experience migrating or transforming legacy customer solutions to the cloud
- Presentation skills with a high degree of comfort speaking with executives, IT Management, and developers.
- AWS Solution Architecture certification or relevant cloud expertise
- Computer Science/relevant degree and/or experience highly desired
- Experience developing solutions and passion for hands-on experience with scripting/coding (e.g. python, java, c#, .NET, or Node.js)
Benefits
- Flexible working culture
- Mentorship and career growth opportunities
- Diversity and inclusion initiatives
- Work-life balance support
