Senior Delivery Consultant – Connect and Lex, Amazon Connect Center of Delivery Excellence – Amazon Web Services – Toronto, ON

If you live and breathe cloud architecture and contact centre technology, Amazon Web Services (AWS) has a role built for you. The AWS Professional Services team is looking for a Senior Delivery Consultant – Connect and Lex based in Toronto, Ontario, to work directly with enterprise customers as they navigate complex cloud transformations. This is a hands-on technical advisory role where your expertise shapes real outcomes for some of the world’s most ambitious organizations.

Day to day, you’ll be embedded with customer teams — gathering requirements, architecting scalable solutions, leading migrations, and ensuring projects land on time and on target. You’ll draw on deep knowledge of Amazon Connect, Amazon Lex, conversational AI frameworks, and a broad AWS services stack to guide customers from where they are to where they want to be. Beyond delivery, you’ll act as a trusted advisor, sharing thought leadership on industry trends and contributing reusable knowledge back to the broader ProServe organization.

About the Role: Senior Delivery Consultant – Connect and Lex

This position sits within the Amazon Connect Center of Delivery Excellence, a specialized global practice focused on contact centre modernization. You’ll design and implement complex, scalable, and secure AWS solutions tailored to each customer’s unique technical environment and business goals. Whether you’re integrating NLP/NLU capabilities into an IVR, connecting REST APIs across multiple contact centre platforms, or advising on generative AI use cases for agent assist and self-service, the work is both technically deep and strategically meaningful.

Collaboration is central to the role. You’ll work closely with customer stakeholders, AWS Partner Network (APN) partners, and internal specialists to execute enterprise cloud initiatives. You’re expected to uphold best practices around security, compliance, and performance throughout the project lifecycle — and to mentor colleagues by creating reusable artifacts and sharing what you learn along the way.

Benefits and Salary

The base salary range for this position in Toronto, ON is $126,000 to $210,400 CAD annually. As a total compensation package, Amazon may also include sign-on payments and restricted stock units (RSUs), with final compensation determined based on experience, qualifications, and location. Benefits include health insurance (medical, dental, vision, prescription, basic life and AD&D), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), paid time off, and additional resources to support health and well-being.

Responsibilities

In this role, you’ll operate at the intersection of technical delivery and strategic customer advisory. Each engagement is different — some involve greenfield cloud builds, others complex migrations from legacy contact centre platforms — so the ability to adapt your approach while maintaining rigour around architecture, security, and performance is essential.

• Design and implement complex, scalable, and secure AWS solutions tailored to specific customer technical requirements and business objectives
• Provide technical guidance and troubleshooting support throughout the full project delivery lifecycle
• Collaborate with stakeholders to gather requirements, assess existing infrastructure, and propose effective migration strategies to AWS
• Architect NLP/NLU solutions using conversational AI frameworks such as Amazon Lex, Dialogflow, Rasa, or Azure Bot Service within enterprise contact centre environments
• Integrate contact centre platforms (e.g., Amazon Connect, Genesys, Cisco, Avaya, Five9) using REST APIs and web services
• Act as a trusted advisor to customers on industry trends, emerging technologies, and innovative cloud solutions
• Share knowledge across the organization through mentoring, training, and the development of reusable technical artifacts
• Incorporate generative AI into contact centre solutions — including voice and chat bots, agent assist, and next best action — covering architecture design, model selection, prompt engineering, and data preparation

Requirements / Skills

AWS ProServe is looking for a candidate who brings both deep technical expertise in contact centre technology and the communication skills to translate complex architectures into clear guidance for executive and technical stakeholders alike. If you’ve spent years in the trenches of cloud architecture and contact centre deployments, this role is a strong fit.

• Bachelor’s degree or equivalent experience in a professional field or military background
• 5+ years of experience in cloud architecture and implementation (AWS or equivalent)
• 5+ years as a contact centre technology architect, enterprise IT architect, or senior contact centre developer working with platforms such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, or Salesforce
• 3+ years designing NLP/NLU solutions (IVR or chat) using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Amazon Lex, or Azure Bot Service) at enterprise scale
• 3+ years of hands-on coding with REST APIs and web services, including integration of 3+ contact centre platforms
• AWS Professional level certification is preferred (e.g., Solutions Architect Professional, DevOps Engineer Professional)
• Knowledge of security and compliance standards including HIPAA and GDPR is an asset
• Experience with automation and scripting (e.g., Terraform, Python) is an asset
• Proficiency across a wide range of AWS services such as EC2, S3, RDS, Lambda, IAM, VPC, and CloudFormation is preferred

How to Apply

To apply, use the link below to access the official Amazon jobs application page. Make sure your resume is up to date and reflects your relevant cloud architecture and contact centre experience before submitting.

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