Sr. Delivery Consultant, Customer Experience, Professional Services

a).Solution Design & Delivery (80%) Architect and deliver complex Amazon Connect implementations including multi-channel (voice, chat, email, task) contact center solutions for enterprise customers 1. Design end-to-end CX solutions encompassing contact flows, routing strategies, agent workspaces, real-time and historical analytics, workforce management integration, and omnichannel orchestration 2.Lead technical delivery on engagements valued at $1M+ — owning architecture decisions, HLD/LLD documentation, implementation patterns, and production go-live 3. Build production-grade integrations with CRM systems (Salesforce, ServiceNow), backend applications, and third-party platforms using Lambda, API Gateway, EventBridge, and Step Functions 4. Implement AI-powered capabilities including Amazon Q in Connect, Contact Lens, Lex-based conversational AI, generative AI agents, sentiment analysis, real-time transcription, and intelligent routing 5.Design and deploy agentic AI solutions multi-agent orchestration, tool-calling frameworks, prompt engineering, guardrails, and human-in-the-loop workflows within the contact center context 6.Ensure operational excellence establish monitoring (CloudWatch, Contact Lens), alerting, disaster recovery, and performance optimization for production contact center environments 7.Crea BASIC QUALIFICATIONS - 10+ years of technical specialist, design and architecture experience - 5+ years of external or internal customer facing, complex and large scale project management experience - 7+ years of consulting, design and implementation of serverless distributed solutions experience - 3+ years of cloud based solution (AWS or equivalent), system, network and operating system experience - Bachelor's degree in computer science, engineering, mathematics or equivalent - 4+ Years of Experience in Amazon Connect PREFERRED QUALIFICATIONS - 10+ years of consulting, design and implementation of serverless distributed solutions experience

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.