Sr. Customer Success Specialist Solutions Architect, Amazon Connect
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. WWSO teams include business development, specialist and technical solutions architecture with deep technology and industry expertise who help carry their fields into the future.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. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap.Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business.
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.Amazon Connect was designed from the ground up to be omnichannel, it provides a seamless experience across voice and chat for your customers and agents leveraging AWS. 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- Leverage your deep expertise in the Contact Center and customer experience domain to advance adoption of AWS products in service to customer goals.
- Collaborate with specialist, sales, marketing, and products teams to ideate around your customers’ most challenging business problems.
- Act as a trusted advisor to line of business and C-suite leaders.
- Lead architectural reviews and workshops to advance your customer’s technical objectives.
- Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc. Participate as a leader in AWS technical communities.
- Educate customers on the value proposition of AWS, and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
- Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams. Act as primary point of contact for urgent customer issues in your technical specialty.
- Increase adoption of Amazon Connect features over time and in a way that delivers value to customers.
A day in the life
The Amazon Connect Customer Success Specialist Solutions Architects (CSS SA) work with teams from our partner community, Professional Services, AWS account teams, and Amazon Connect service team members to drive customer success. A CSS SA will work directly with customers to accelerate their deployments and increase adoption in alignment with the customer’s business objectives.
About the team
The Customer Experience specialist team helps customers learn about and adopt Amazon Connect, the fastest growing AWS service and a leader in the Contact Center as a Service (CCaaS) market segment. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.
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.
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.
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.
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
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.- 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 such as WebRTC and SIP or similar CCaaS technology
- Experience with complex Contact Center as a Service (CCaaS) implementations- 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
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