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Consulting Partner Practice Lead, Customer Experience & Contact Center

Company: Amazon.com, Inc.
Location: Palo Alto
Posted on: September 16, 2020

Job Description:

Consulting Partner Practice Lead, Customer Experience & Contact Center Job ID: 1119437 | Amazon Web Services, Inc.

Would you like to be part of a team that is redefining the Customer Experience industry? Amazon Web Services (AWS) is looking for an experienced candidate to work with our Global and National System Integrators (SIs) to help them build their Contact Center and Customer Experience related practices on AWS.

As a Practice Leader within AWS, Partner team, you will have an exciting opportunity to help shape and deliver on a strategy for SI Partners to build a Practice and create solutions for the Contact Center Industry using Amazon Connect and related AWS AI/ML Services.

The ideal candidate will possess both a business background that enables them to drive an engagement and interact at the CxO/VP level, as well as a technical background that enables them to easily interact with software developers and architects. They should also have a demonstrated ability to think strategically and analytically about business, product, and technical challenges, with the ability to build and convey compelling value propositions, and work cross-organizationally to build consensus.

Roles & Responsibilities:

· Provide guidance to SI partners to get started with building a Practice and achieve APN specialty designation

· Help SI partners grow in maturity by looking at adjacent segment such as AI/ML, Data Analytics and IoT to drive Customer Experience use cases.

· Collaborate with SI partners to develop market-leading Customer Experience solutions that consist of AWS services, ISV products and package them with SI professional and managed services

· Work with SI partners to define and execute joint sales and go to market (GTM) programs

· Help SI partners differentiate themselves by guiding them to demonstrate their technical capabilities around Contact Center and CX solutions

· Serve as a key member of the CX partner team helping to deliver the overall CX partner strategy.

· Engage and train the SI’s field sales organization, channels and end customers to create and drive revenue opportunities for AWS

· Enable the AWS field sales team to leverage end-to-end Customer Experience/Contact Center solutions that include consulting and SI partner services

In this role, you will be responsible for driving adoption of AWS services with our top consulting partners. You need an uncanny ability to earn trust with partners in an area where AWS may have overlapping services all while competing for mindshare against other providers. If you like overcoming impossible challenges, let's talk.

This role can be based out of - NYC, Chicago or other major metro.

BASIC QUALIFICATIONS ·

· 10+ years of consulting or business development experience in the software/technology industry

· Experience in the CX or Contact Center space working with consulting partners to deliver vertical industry specific use cases

· Consistently exceeds quota and key performance metrics, with hands on experience working with Fortune 500 companies

· Presentation skills and the ability to articulate complex concepts to cross functional audiences

· Possess technical acumen, with a demonstrated track record of driving emerging/disruptive technologies

· Ability to think and work creatively to develop unique joint value propositions and integrated solutions within AWS and across SI organizations

· Prior experience helping consulting partners and SIs build practices

· Knowledge of different Contact Center offerings and technologies and in-depth understanding of the Customer Experience market

PREFERRED QUALIFICATIONS ·

· Prior knowledge of AWS and infrastructure technologies, services, and standards.

· Computer Science background.

· Experience working for either a startup or a larger corporation in Contact Center or Customer Experience industry

· Ability to create and execute joint solution and GTM strategies and tactical plans.

· Demonstrated ability to engage and influence C-level executives

· Ability to take on a greenfield partner and jointly deliver a get-to-market strategy

· Meets/exceeds Amazon’s leadership principles requirements for this role

· Meets/exceeds Amazon’s functional/technical depth and complexity for this role

Important FAQs for current Government employees Before proceeding, please review the following FAQs

https://www.amazon.jobs/en/faqs#faqs-for-us-government-employees

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

Keywords: Amazon.com, Inc., Palo Alto , Consulting Partner Practice Lead, Customer Experience & Contact Center, Other , Palo Alto, California

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