Job Summary
We are seeking a seasoned Delivery Specialist to lead high-impact projects and deliver proof-of-concept solutions that transform call centers to Amazon Connect.
About the Role
* This is a customer-facing role involving collaboration with various teams to help partners and customers design, build, operate, and secure their cloud environments.
* The ideal candidate will have expertise in leading engagements, defining and delivering packaged offerings, and managing custom solution engagements focused on call center organization, processes, tooling, and integration.
Responsibilities
* Collaborate with 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.
* Define and deliver on-site Professional Services engagements with partners and customers, including discovery workshops, proposing and delivering packaged offerings, and delivering custom solution engagements focused on call center organization, processes, tooling, and integration.
* Manage engagements that prove the use of AWS services to support new distributed computing solutions spanning private and public cloud services, including integration and adaptation of existing enterprise call centers into Amazon Connect.
* Provide guidance on people, organizational, security, and compliance aspects of transforming the contact center to the Cloud.
* Configure AWS services in-line with best practices.
* Coach customers and partner teams to be self-sufficient.
Required Skills and Qualifications
* 10+ years of external or internal customer-facing, complex, and large-scale project management experience.
* 10+ years of cloud and on-premise integration experience.
* 5+ years of software development with object-oriented language experience.
* Bachelor's degree, or 10+ years of professional or military experience.
* At least 10 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.
Preferred Qualifications
* 10+ years of experience building call center/collaboration/telephony platforms in a Cloud or On-Prem environment, particularly with application integration for CRM/WFM platforms.
* Professional Services or Consulting experience in highly visible customer-facing roles.
* Familiarity with Amazon Connect capabilities, benefits, and deployment skills.
* Visible IT industry thought leadership on enterprise IT call centers and infrastructure.
* Enterprise call center/telecomm implementation and operations experience.
* Software Development/DevOps experience with integrating contact center platforms, CRMs, WFMs, and AI.
Location
Melbourne, Victoria, Australia. This is a customer-facing role.