Sr Lead Contact Center Consultant
Job summaryWould you like a career that gives you opportunities to help public sector customers and partners use cloud computing web services to do big new things faster and at lower cost? Do you have a background in call centers, and a passion for driving innovation into existing IT organizations? Are you comfortable working on-site in a variety of business environments, leading teams through high-impact projects blending the newest technology with existing operational methodologies and tooling? Are you passionate about helping public sector customers solve the people, organizational and process issues preventing them realizing the benefits of cloud? At AWS, we're hiring experienced consultants with a background in enterprise call centers to help our public sector 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.
We're looking for someone who is passionate about:
Working on the cutting edge of innovative AWS products and servicesMaintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platformsImplementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experienceArchitecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon ConnectProviding guidance on the people, organizational, security and compliance aspects of transforming the contact center to the CloudSetting-up and configuring AWS services in-line with best practicesCoaching customers and partner teams to be self-sufficientResponsibilities include:
Expertise - Collaborate with AWS 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 ConnectSolutions - Define and deliver on-site Professional Services engagements with partners and customers.
This includes participating in pre-sales on-site visits, 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 on-site 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.
This is a customer facing role.
You will be required to travel to client locations will be required to deliver professional services when needed.
Inclusive Team CultureHere 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 BalanceOur 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 GrowthOur 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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.
We're looking for someone who is passionate about:
Working on the cutting edge of innovative AWS products and servicesMaintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platformsImplementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experienceArchitecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon ConnectProviding guidance on the people, organizational, security and compliance aspects of transforming the contact center to the CloudSetting-up and configuring AWS services in-line with best practicesCoaching customers and partner teams to be self-sufficientResponsibilities include:
Expertise - Collaborate with AWS 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 ConnectSolutions - Define and deliver on-site Professional Services engagements with partners and customers.
This includes participating in pre-sales on-site visits, 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 on-site 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.
This is a customer facing role.
You will be required to travel to client locations will be required to deliver professional services when needed.
Inclusive Team CultureHere 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 BalanceOur 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 GrowthOur 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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