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Senior Delivery Consultant - Customer Experience AI Agents, and Conversational AI
Full-time
Description The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Delivery Consultant to join our team at Amazon Web Services (AWS). In this role, you'll work closely with customers to design, implement, and manage AI-powered customer experience solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices in conversational AI, generative AI, and intelligent automation throughout the project lifecycle. Possessing a deep understanding of AWS AI/ML products and services, as a Senior Delivery Consultant you will be proficient in architecting complex, scalable, and secure AI-powered customer experiences tailored to meet the specific needs of each customer. You'll work closely with stakeholders to gather requirements, assess current customer experience capabilities, and propose effective strategies for leveraging AI agents, generative AI, and conversational AI to transform their contact center operations. As trusted advisors to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions, you will be responsible for leading the design and implementation of AI-powered experiences, ensuring adherence to best practices, optimising performance, implementing safety guardrails, and managing risks throughout the project. The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries. Key job responsibilities
As an experienced technology professional, you will be responsible for:
Designing and implementing AI-powered customer experience solutions using Amazon Connect, Amazon Bedrock, and Amazon Lex, tailored to customer needs
Consulting on conversation design, AI agent architecture, prompt engineering, and guardrail configuration to deliver reliable, production-grade AI agents
Providing technical guidance and troubleshooting support throughout project delivery, with a focus on NLU optimisation, generative AI integration, and AI safety
Collaborating with stakeholders to gather requirements, understand customer journeys, and propose effective strategies for AI-powered self-service experiences
Acting as a trusted advisor to customers on AI/ML trends, emerging generative AI capabilities, and innovative customer experience solutions
Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts
About The Team
Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below, 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. 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 inspire us to never stop embracing our uniqueness. Mentorship & 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. 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. Basic Qualifications
Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
5\+ years of experience working with contact centre and AI platforms, such as Amazon Connect, Amazon Lex, Genesys, NICE, Nuance, Google Dialogflow, or similar
3\+ years of experience designing and implementing conversational AI, virtual agents, or AI-powered customer experience solutions
Demonstrated experience with prompt engineering and/or large language model implementation for customer-facing applications
Experience communicating technical concepts to non-technical audiences
Preferred Qualifications
Knowledge of AWS services including compute, storage, networking, security, databases, machine learning, and serverless technologies
Knowledge of Amazon Connect, Amazon Lex, and Amazon Bedrock capabilities, and benefits
Experience incorporating generative AI into the contact centre (voice or chat bots, AI agents, agent assist, or next best action) to answer questions or drive self-service experiences, including architecture design, model selection and integration, prompt engineering, guardrail implementation, and data preparation
Experience designing and implementing AI guardrails: response filtering, content moderation, input validation, output safety controls, contextual boundaries, and responsible AI practices
Experience with AI model evaluation, fine-tuning, RAG (Retrieval-Augmented Generation), and knowledge base integration
Familiarity with contact centre operations, workforce management, and CRM integration patterns
Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Company - Amazon Web Services Singapore Private Limited
Job ID: A10426017
