Sr. Customer Success Specialist Solutions Architect, Amazon Connect

Sr. Customer Success Specialist Solutions Architect, Amazon Connect

DESCRIPTION
Are you a customer-obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical contact center background, customer experience, and skills necessary to help position AWS as the Cloud Contact as a Service (CCaaS) cloud provider of choice for customers? Do you love building new strategic and data-driven businesses? Join the Worldwide Specialist Organization (WWSO) Amazon Connect team as an Amazon Connect Customer Success Specialist Solutions Architect (CSS SA)!

WWSO is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer's most complex and business critical problems to build and execute go-to-market plans that turn AWS ideas into multi-billion-dollar businesses. As part of WWSO, you'll provide expertise across the entire life cycle of an AWS customer initiative, from developing ideas for new services to accelerating the adoption of established businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.

The Amazon Connect Specialist Team is made up of deep CX and Enterprise Contact Center domain experts who work directly with our customers to solve their most complex challenges. As AWS and Amazon Connect continues to grow rapidly, we are seeking an Amazon Connect Customer Success Specialist Solutions Architect (CSS SA) to join our team. As a CSS SA you will leverage both internal and external resources from our partner community, field account teams, AWS Professional Services, and the Amazon Connect service team to drive customer results. This is a highly technical position for someone who can dive deep, build complex, AWS-optimized architectures, and help customers accelerate their adoption of AWS services. You will employ a methodical strategy to help customers migrate quickly to Amazon Connect in order to realize the many business and technical benefits of the service. Your broad responsibilities include: owning the technical engagement and ultimate success around specific implementation projects. You should be as comfortable discussing complex technical details with a room full of engineers as you are briefing an executive audience. In addition, you will engage with other AWS solutions architects, partner and professional services organizations to drive large and highly complex sales opportunities to closure.

Key job responsibilities

1. Leverage your deep expertise in the Contact Center and customer experience domain to advance adoption of AWS products in service to customer goals.
2. Collaborate with specialist, sales, marketing, and products teams to ideate around your customers' most challenging business problems.
3. Act as a trusted advisor to line of business and C-suite leaders.
4. Lead architectural reviews and workshops to advance your customer's technical objectives.
5. Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events.
6. Educate customers on the value proposition of AWS, and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
7. Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams.
8. Increase adoption of Amazon Connect features over time and in a way that delivers value to customers.

BASIC QUALIFICATIONS

• Bachelor's degree in computer science, engineering, mathematics or equivalent, or experience in a professional field or military.
• Experience in design, implementation, or consulting in applications and infrastructures.
• Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients.
• 5+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communications protocols and APIs.
• Experience with complex Contact Center as a Service (CCaaS) implementations.

PREFERRED QUALIFICATIONS

• Experience in infrastructure architecture, database architecture and networking.
• Presentation skills with a high degree of comfort speaking with executives, IT Management, and developers.
• History of successful technical consulting and/or architecture engagements with large-scale customers or enterprises.
• AWS Solution Architecture certification or relevant cloud expertise.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We value your passion to discover, invent, simplify and build.