Senior Delivery Consultant - Customer Experience AI Agents, and Conversational AI

apartmentAMAZON WEB SERVICES SINGAPORE PRIVATE LIMITED placeGeylang descriptionPermanent calendar_month22/5/26

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

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

starFeatured

Customer Experience Executive (Changi / Up to $3.2k + PB)

apartmentGOOD JOB CREATIONS (SINGAPORE) PTE. LTD.placeGeylang

and memorable experience. • Build in-depth knowledge of products and services to provide tailored recommendations and solutions. • Apply active listening to understand customer needs and manage expectations effectively. • Collaborate with internal teams...

thumb_up_altRecommended

Showroom Manager / Customer Experience Manager

apartmentSearch PersonnelplaceGeylang

Position: Showroom Manager / Customer Experience Manager • Location: Lavender • Working Hours: 5 days work week, shift-based, 44 hours per week • Salary (commensurate with experience) : Up to $6,800 + Variable Bonus + Transport Allowance...

local_fire_departmentUrgent

Senior Delivery Consultant - Customer Experience AI Agents, and Conversational AI

apartmentAMAZON WEB SERVICES SINGAPORE PRIVATE LIMITEDplaceToa Payoh, 4 km from Geylang

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...