Sr Domain Lead, Contact Center

US, MD, Virtual Location - Maryland

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Job summary
Would you like a career that gives you opportunities to help public sector customers and partners use cloud computing web services to do big new things faster and at lower cost? Do you have a background in call centers, and a passion for driving innovation into existing IT organizations? Are you comfortable working on-site in a variety of business environments, leading teams through high-impact projects blending the newest technology with existing operational methodologies and tooling? Are you passionate about helping public sector customers solve the people, organizational and process issues preventing them realizing the benefits of cloud?


At AWS, we’re hiring experienced consultants with a background in enterprise call centers to help our public sector customers understand, plan and implement best practices around migrating, building, managing and operating Amazon Connect within their AWS cloud environments. Our consultants will deliver proof-of-concept projects, re-usable artifacts, reference architectures, and lead implementation projects to assist some of the world’s leading enterprises transform their call centers to Amazon Connect and the AWS platform.

We’re looking for someone who is passionate about:
  • Working on the cutting edge of innovative AWS products and services
  • Maintaining domain knowledge and expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms
  • Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
  • Architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect
  • Providing guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
  • Setting-up and configuring AWS services in-line with best practices
  • Coaching customers and partner teams to be self-sufficient
Responsibilities include:
  • Expertise - 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 Connect
  • Solutions - Define and deliver on-site Professional Services engagements with partners and customers. This includes participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration. Software development experience with building contact center integrations is a plus.
  • Delivery - Engagements 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 services. Engagements will include integration and adaption of existing enterprise call centers into Amazon Connect.
  • This is a customer facing role. You will be required to travel to client locations will be required to deliver professional services when needed.

This position requires the candidate selected be a US citizen, willing to obtain a federal background check, and maintain a security clearance.



Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have twelve employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.

Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

Basic Qualifications


  • 4+ years of professional software development experience
  • 3+ years of programming experience with at least one modern language such as C++, C#, Java, Python, Golang, PowerShell, Ruby
  • 2+ years of experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems

  • A Bachelor’s degree or equivalent experience
  • At least 5 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.
  • Hands-on technical practitioner and individual contributor

Preferred Qualifications

  • Computer Science, Information Systems, or Engineering background preferred; Master’s degree desired
  • 5+ 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


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


For employees based in Colorado, this position starts at $125,000 per year. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered


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.


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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.

Tags: AWS Citrix Clearance Cloud Coaching Compliance Computer Science CRM Customer-facing DevOps Go Integrations Java Kinesis Oracle PowerShell Proof-of-concept Public Sector Python Redshift Ruby Salesforce Security Training VMware

Perks/benefits: Career development Conferences Flex hours Salary bonus Signing bonus Team events

Regions: Asia/Pacific North America
Country: United States
Job stats:  5  1  0
Category: Other Jobs

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