Amazon Connect Customer Success Specialist Solutions Architect

3 weeks ago


London, Greater London, United Kingdom Amazon Full time
About the Role

The Amazon Connect Customer Success Specialist Solutions Architect will work closely with teams from our partner community, Professional Services, AWS account teams, and Amazon Connect service team members to drive customer success. This role will involve working directly with customers to accelerate their deployments and increase adoption in alignment with the customer's business objectives.

Key Responsibilities
  1. Leverage expertise in the Contact Center and customer experience domain to advance adoption of AWS products in service to customer goals.
  2. Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures, and public-speaking events.
  3. Educate customers on the value proposition of AWS and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
  4. Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams.
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.

What You'll Need
  • 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.


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