Description

Are you a Technologist with deep background knowledge of Telco Operations in the Cloud? We're looking for Experts in Amazon Connect to help our customers achieve operational excellence on Amazon connect at scale. As a Specialist Technical Account Manager (STAM), you’ll provide strategic guidance to customers on the implementation and operations of Connect, applying your knowledge of best practices to reduce operational risk, increase governance, and allow customers to get the most out of their Connect implementation. This is a post-sales advisory role within our Enterprise Support team, where you can further develop your technical, leadership, and consulting skills. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Key job responsibilities

• Provide customers with deep technical expertise in your domain to advance adoption of AWS products in service to customer goals.

• Collaborate with Technical Account Managers, Solutions Architects, and account managers 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.

A day in the life

In this role, you'll leverage your extensive technical knowledge to ensure our customers' Connect implementatons are flexible, scalable, and resilient on the AWS platform. As a trusted advisor, you'll play a pivotal role in ensuring customer success as they migrate their workloads to the cloud, ensuring their operational excellence on AWS. This includes providing deep process and technical expertise to help customers overcome complex operational challenges. With your in-depth operations experience and knowledge, you'll guide customers in understanding and implementing best practices for operating in the cloud. This involves assisting customers in mitigating operational risks using scalable and cost-effective solutions on AWS. Additionally, you'll develop content and conduct enablement sessions with customers, such as workshops and immersion days, to further enhance their operational capabilities.

About the team

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

Why AWS

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.

Work/Life Balance

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.

Inclusive Team Culture

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.

Mentorship and Career Growth

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.

Basic Qualifications

• 4+ years of design/implementation/operations/consulting of Contact Center implementations

• 4+ 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 in internal enterprise or external customer-facing environment as a technical lead

• Experience in Telco operations such as Telecom Carrier Peering and large-scale migrations/porting.

Preferred Qualifications

• Deep experience in Telecom Architecture design, build, deploy and maintenance.

• Deep experience deploying and managing Amazon Connect

• Experience implementing on or operating with AWS-specific technologies

• AWS Certifications, e.g. AWS Solutions Architect Associate / Professional / Speciality highly desirable.

• Internal enterprise experience working with a wide range of internal stakeholders on operations implementation or migration with a company-wide impact.

• Ability to understand complex application data flows and bridge the gap between technical and business app requirements.

• Strong written communication skills as well as a proven track record of writing clear process and technical documentation

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.