Senior Delivery Consultant - Cloud Architect (Contact Centre), ASEAN Professional Services

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Delivery Consultant to join our team at Amazon Web Services (AWS). In this role, you'll work closely with customers to design, implement, and manage AWS solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices throughout the project lifecycle.

We're looking for an experienced architect with a strong foundation in infrastructure or application architecture on the cloud, and an interest in working across both. You might come from an infrastructure background (compute, networking, security, data) or from an application and integration background (APIs, services, event-driven design) what matters is depth in one and the curiosity to grow into the other with the support of our team. Any exposure to contact centre or customer experience (CX) platforms is a plus.

Possessing a solid understanding of AWS products and services, you will be proficient in architecting solutions tailored to meet the specific needs of each customer. You'll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration and modernization strategies to AWS. As a trusted advisor to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions, you will help lead the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks throughout the project.

The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.

Key job responsibilities
As an experienced technology professional, you will be responsible for:

• Designing and implementing scalable and secure AWS solutions, contributing across infrastructure and/or application layers depending on your strengths (compute, networking, security, data, integration, serverless)
• Architecting and building applications, APIs, and integrations that connect customer systems (e.g. CRM, back-office, and business applications) to AWS-hosted platforms
• Supporting the design and modernization of customer engagement and CX platforms, including migration from legacy on-premises systems to cloud-based contact centre solutions
• Collaborating with stakeholders to gather requirements, assess current infrastructure and applications, and propose effective migration and modernization strategies
• Acting as a trusted advisor to customers on industry trends, architecture best practices, and emerging technologies
• Providing technical guidance and troubleshooting support throughout project delivery
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

Basic qualifications

• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• 5+ years of experience working with contact centre and AI platforms, such as Amazon Connect, Amazon Lex, Genesys, NICE, Nuance, Google Dialogflow, or similar
• 3+ years of experience designing and implementing conversational AI, virtual agents, or AI-powered customer experience solutions
• Demonstrated experience with prompt engineering and/or large language model implementation for customer-facing applications
• Experience communicating technical concepts to non-technical audiences, with 3+ years of cloud based solution (AWS or equivalent), system, network and operating system experience

Preferred qualifications

• 7+ years of consulting, design and implementation of serverless distributed solutions experience