24 days old

Sr. Cloud Technical Account Manager - Contact Center

Amazon.com
Sunnyvale, CA 94086

DESCRIPTION

Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support we€™re looking for a Technical Account Manager (TAM) to support our customers€™ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application-level services, Networking, Serverless and more. This is not a sales role, but rather an opportunity to be the principal technical advisor and €˜voice of the customer€™ to organizations ranging from start-ups to Fortune 500 enterprises.


As a Senior TAM, you will help craft and execute strategies to drive our customers€™ adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more. Your technical acumen and customer-facing skills will enable you to effectively represent AWS within a customer€™s environment, and drive discussions with senior leadership regarding incidents, trade-offs, support and risk management.


You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers€™ AWS environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS. This position will require the ability to travel 10% or more as needed.


The TAM is the centerpiece of value to our Enterprise Support customers. If you wish to be at the forefront of innovation, come join us!


BASIC QUALIFICATIONS

· 6+ years of technical engineering experience
· Experience with operational parameters and troubleshooting for three (3) of the following: Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development in a distributed systems environment
· Bachelor€™s Degree in Computer Science, Math, or related discipline required, or 8 years of equivalent work experience
· Internal enterprise or external customer-facing experience as a technical lead
· Completed Bachelor€™s degree.
10+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
· Experience working/integrations across WFM, CRM, Unified Communications, and contact center solutions
· Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
· Hands-on technical practitioner and individual contributor.


PREFERRED QUALIFICATIONS

· Computer Science, Information Systems, or Engineering background preferred; Master€™s degree desired.
· 10+ 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.
· Professional Services or Consulting experience in highly-visible customer-facing roles.
· Familiarity with Amazon Connect capabilities, benefits, and required deployment skills.
· Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.
· Enterprise call center / telecomm implementation and operations experience.
· Serverless development experience including complex integrations with Amazon Lex, Lambda, Redshift, Aurora, Kinesis and Dynamo DB.Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI.
· Use of AWS services in distributed environments with Microsoft, IBM, Citrix, VMware, Oracle, HP, etc.
· Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
· Ability to be mobile and available for international assignments
· Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment.
· Hands-on experience working on the design, development and deployment of contact center solutions at scale.

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/en/disability/us.

Categories

Posted: 2020-07-10 Expires: 2020-08-09

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Sr. Cloud Technical Account Manager - Contact Center

Amazon.com
Sunnyvale, CA 94086

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