AWS Connect Practice SME

SUMMARY:
A global systems integrator and digital transformation expert focused on technology-enabled CX is looking for an AWS Connect Practice SME to join their cutting-edge team.

The ideal candidate will possess deep technical expertise in Amazon Connect, a strong background in customer experience (CX) strategy, and the ability to guide and advise a high-performing team in delivering end-to-end solutions that transform contact center operations.

POSITION INFO:
This role will involve practice development, pre-sales solutioning, technical delivery and related oversight, partner engagement, and thought leadership. The candidate will play a pivotal role in expanding our AWS Connect service portfolio as part of a broader services-led CX transformation strategy.

FORMAL EDUCATION AND TRAINING : 
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- MBA or Master’s degree in a business or technology field is a plus.

CERTIFICATIONS :
- Amazon Connect Communications Specialist
- AWS Certified AI Practitioner
- AWS Certified Cloud Practitioner
- AWS Certified Solutions Architect – Professional
- AWS Certified Developer – Associate (Nice to have)
- AWS Certified Security – Specialty or Networking – Specialty (Nice to have)
- AWS Contact Center Intelligence (CCI) solution knowledge (Preferred but not mandatory)
- PMP, CSM, or similar project management credentials (Preferred)

KEY SKILLS & EXPERIENCE :
- Deep expertise in Amazon Connect and AWS Cloud Services
- CX strategy and customer journey mapping
- Strong leadership and team management
- Excellent communication and stakeholder management
- Proven experience in working as a Solutions Architect across complex multi-vendor or multi-technology solutions.
- Extensive experience of working on high complexity bids, projects or operational services for medium to large Enterprise customers
- Passion for customer and employee experience