Senior Connect Specialist, Professional Services

Senior Connect Specialist, Professional ServicesJob ID: | Amazon Web Services Korea LLC - D54The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Connect Specialist to join our team. In this role, you'll work closely with customers to design, implement, and manage Amazon Connect solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their contact center transformation journey, providing specialized expertise in Amazon Connect and related AWS services throughout the project lifecycle.Key ResponsibilitiesTechnical Leadership & Solution Design:Collaborate with AWS field sales, pre‑sales, training and support teams to help partners and customers learn how to build and move to production grade AWS environments that support Amazon ConnectDesign and implement complex, scalable, and secure Amazon Connect solutions tailored to customer needsArchitect cloud‑native contact center solutions leveraging Amazon Connect, Amazon Lex, and peripheral AWS services including Contact Lens, Transcribe, Comprehend, Translate, SageMaker, Lambda, and DynamoDBLead technical and design discussions with IT executives to help enterprises speed their adoption of new contact center technologies and practicesCustomer Engagement & Professional Services Delivery:Define and deliver on‑site Professional Services engagements with partners and customers, including participating in pre‑sales on‑site visits, understanding customer requirements, proposing and delivering packaged offeringsDeliver custom solution engagements specifically focused on call center organization, processes, tooling and integrationProvide guidance on the people, organisational, security and compliance aspects of transforming the contact centre to the CloudAct as a trusted advisor to customers on contact centre industry trends, emerging technologies, and innovative cloud solutionsImplementation & Integration:Lead engagements that 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 servicesManage integration and adaptation of existing enterprise call centres into Amazon ConnectSet up and configure AWS services in‑line with best practices for contact centre operationsCoach customers and partner teams to be self‑sufficient in managing their Amazon Connect environmentsKnowledge Sharing & Innovation:Create and apply frameworks, methods, best practices and artefacts specific to Amazon Connect implementationsShare knowledge within the organisation through mentoring, training, and creating reusable contact centre artefactsCollaborate with AWS product teams to share customer insights and identify Amazon Connect feature gapsPublish and present contact centre solutions in large forums and across various media platformsBasic Qualifications10+ years of experience as a technical specialist with customer‑facing experienceHands‑on experience with architecting and automated provisioning (IaC), configuration management for infrastructure and applicationsExperience with contact centre operations, call centre management, or customer experience technologiesKnowledge of contact centre concepts including IVR, ACD, workforce management, and quality managementStrong understanding of telecommunications protocols and contact centre integrationsBachelor's degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent experienceStrong communication skills with ability to explain technical concepts to both technical and non‑technical audiencesPreferred QualificationsAWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional)Experience with Amazon Connect, Amazon Lex, and AWS AI/ML services for contact centresSoftware development experience with building contact centre integrations (Python, JavaScript, Java)Knowledge of CRM systems integration (Salesforce, ServiceNow, etc.)Experience with third‑party contact centre applications (Calabrio, Verint, NICE)Understanding of contact centre compliance requirements (PCI DSS, HIPAA, etc.)Experience with monitoring and analytics tools for contact centre operationsKnowledge of IP networking, VPN's, DNS, load balancing and firewallOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-18808-Ljbffr