Are you an experienced cloud Consultant who can assist our customers in architecting, developing and re-engineering applications that can fully leverage the AWS Cloud? Do you like to work on a variety of game changing projects, at the forefront of application development and cloud technology adoption?

At AWS ProServe India LLP , were hiring experienced consultants with a background in enterprise call centers to help our internal customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments. Our consultants will assist internal customers deliver proof-of-concept projects, re-usable artifacts, reference architectures, and lead implementation projects to assist some of the worlds leading enterprises transform their call centers to Amazon Connect and the AWS platform.

Were looking for someone who is passionate about:

• Working on the cutting edge of innovative AWS products and services
  o Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms
  o Assist internal customers in implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
  o Assist internal customers in architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
  o Assist internal customers to provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
  o Setting-up and configuring AWS services in-line with best practices
  o Coaching customers and partner teams to be self-sufficient
  

Responsibilities include:

• Expertise - Assist internal customers to collaborate with AWS field BD, pre-BD, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon Connect
  o Solutions - Assist internal customers to define and deliver on-site Professional Services engagements with partners and customers. This includes participating in pre-BD on-site visits, understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
  o Delivery - Engagements may include short on-site projects proving the use of AWS services to support new distributed computing solutions that often span private cloud and public cloud services. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect.
  o Insights - Assist internal customers to work with AWS product, engineering and support teams to convey partner and customer needs and feedback as input to technology roadmaps. Share real world implementation challenges and recommend new capabilities that would simplify adoption and drive greater value from use of AWS cloud services. Contribute to best practice in the form of whitepapers and playbooks.
  o Partnering – Work with new vendors to help them become MSPs and enable and upskill existing partners.
  o Our Consultants work with internal customers locally, regionally and potentially domestically. As such, Consultants will be required to travel to client locations in India to deliver professional services as needed.
  Amazon aims to be the most customer-centric company on earth. Amazon Web Services (AWS) provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers critical applications for over a million businesses in 190 countries around the world.
  

BASIC QUALIFICATIONS

• Bachelor’s degree.
  o At least 5 years of experience as a contact center technology architect, enterprise IT Architect or senior contact center software develop engineer working with leading contact center technology platforms and applications, such as Avaya, Aspect, Cisco, Genesys, Verint, NICE, Salesforce, etc.
  o Hands-on technical practitioner and individual contributor.
  

PREFERRED QUALIFICATIONS

• Computer Science, Information Systems, or Engineering background preferred; Master’s degree desired.
  o 3+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms.
  o Professional Services or Consulting experience in highly-visible customer-facing roles.
  o Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment
  o Hands-on experience working on the design, development and deployment of contact center solutions at scale.
  o Familiarity with Amazon Connect capabilities, benefits, and required deployment skills.
  o Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.
  o Enterprise call center / telecomm implementation and operations experience.
  o Serverless development experience including complex integrations with Amazon Lex, Lambda, Redshift, Aurora, Kinesis and Dynamo DB.
  o Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI.
  o Use of AWS services in distributed environments with Microsoft, IBM, Citrix, VMware, Oracle, HP, etc.
  o Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.