The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Connect Specialist to join our team. In this role, you'll work closely with customers to design, implement, and manage Amazon Connect solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their contact center transformation journey, providing specialized expertise in Amazon Connect and related AWS services throughout the project lifecycle.
As a Senior Connect Specialist, you will possess deep understanding of Amazon Connect, contact center operations, and AWS products and services. You will be proficient in architecting complex, scalable, and secure contact center solutions tailored to meet the specific needs of each customer .
Key Responsibilities
Key job responsibilities
Technical Leadership & Solution Design:
- 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 Connect
- Design and implement complex, scalable, and secure Amazon Connect solutions tailored to customer needs
- Architect cloud-native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDB
- Lead technical and design discussions with IT executives to help enterprises speed their adoption of new contact center technologies and practices
Customer Engagement & Professional Services Delivery:
- Define and deliver on-site Professional Services engagements with partners and customers, including participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings
- Deliver custom solution engagements specifically focused on call center organization, processes, tooling and integration
- Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
- Act as a trusted advisor to customers on contact center industry trends, emerging technologies, and innovative cloud solutions
Implementation & Integration:
- Lead engagements that 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
- Manage integration and adaptation of existing enterprise call centers into Amazon Connect
- Set up and configure AWS services in-line with best practices for contact center operations
- Coach customers and partner teams to be self-sufficient in managing their Amazon Connect environments
Knowledge Sharing & Innovation:
- Create and apply frameworks, methods, best practices and artifacts specific to Amazon Connect implementations
- Share knowledge within the organization through mentoring, training, and creating reusable contact center artifacts
- Collaborate with AWS product teams to share customer insights and identify Amazon Connect feature gaps
- Publish and present contact center solutions in large forums and across various media platforms
Basic qualifications
- Experience as a technical specialist with customer-facing experience
- Hands-on experience with architecting and automated provisioning (IaC), configuration management for infrastructure and applications
Experience with contact center operations, call center management, or customer experience technologies
- Knowledge of contact center concepts including IVR, ACD, workforce management, and quality management
- Strong understanding of telecommunications protocols and contact center integrations
Bachelor's degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent experience
- Strong communication skills with ability to explain technical concepts to both technical and non-technical audiences
A day in the life
This is a customer facing role. You will be required to travel to client locations and deliver professional services as needed.
고객을 대면하는 역할이며, 필요에 따라 전문적인 서비스 제공을 위해 고객을 방문해야 할 수 있습니다.
About the team
AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
다양성
AWS는 다양한 경험을 중요하게 생각합니다. JD에 나와 있는 자격 및 기술을 모두 충족하지 못하더라도 지원자가 지원하도록 권장합니다. 경력을 이제 막 시작하였거나, 전통적인 경력을 쌓지 않았거나, 조금 다른 경험을 쌓았다고, 지원을 중단하실 필요는 없습니다.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
AWS를 선택해야 하는 이유
아마존 웹 서비스 (AWS) 는 세계에서 가장 포괄적이고 널리 채택된 클라우드 플랫폼입니다.우리는 클라우드 컴퓨팅 시장을 개척했으며 혁신을 멈추지 않았습니다. 이것이 바로 가장 성공적인 스타트업부터 Global 500 기업에 이르는 고객이 AWS의 제품 및 서비스 제품군을 신뢰하는 이유입니다.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
포용적인 팀 문화
AWS에서는 배우고 호기심을 갖는 것이 우리의 본능입니다.직원이 주도하는 어피니티 그룹은 서로 다른 점을 자랑스럽게 여길 수 있는 포용의 문화를 조성합니다.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
멘토십 및 경력 개발
우리는 세계 최고의 고용주가 되기 위해 노력하면서 지속적으로 성과 기준을 높이고 있습니다.그렇기 때문에 더 다재다능한 전문가로 발전하는 데 도움이 되는 지식 공유, 멘토십 및 기타 경력 개발 리소스를 찾을 수 있습니다.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
일과 삶의 균형
우리는 일과 삶의 조화를 중요하게 생각합니다.직장에서의 성공을 위해 가정에서의 희생을 감수해서는 안 됩니다. 그렇기 때문에 유연한 근무 시간과 근무 방식이 우리 문화의 일부입니다.직장과 가정에서 지지받는다고 느낄 때 클라우드로는 달성할 수 없는 것이 없습니다.
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Basic qualifications
- 12+ years of experience in contact center solution design, implementation, or operations
- Hands-on experience building and deploying cloud-based contact center platforms (e.g., Amazon Connect, Genesys Cloud, Cisco UCCE, Avaya)
- Experience implementing AI-powered contact center capabilities such as conversational AI/chatbots, IVR automation, real-time speech analytics, or agent assist solutions
- Experience with contact center integrations including CTI, CRM (e.g., Salesforce, ServiceNow), and workforce management systems
- Strong understanding of contact center routing logic, queue management, and omnichannel architectures (voice, chat, email, SMS)
- Experience leading or participating in customer-facing technical engagements (requirements gathering, solution design, delivery)
Preferred qualifications
- Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field, or equivalent experience
- Hands-on experience with AWS services (e.g., Amazon Connect, Lambda, Lex, Polly, Bedrock, DynamoDB, Kinesis, S3, CloudWatch)
- AWS Certifications (e.g., Solutions Architect Associate, Machine Learning Specialty, or Amazon Connect Specialty badge)
- Experience with Amazon Connect specific features: Contact Flows, Contact Lens, Customer Profiles, Tasks, Outbound Campaigns, or Customer AI (Agentic self-service)
- Experience designing and implementing GenAI/Agentic AI solutions within contact center environments
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
