AWS Engagement Manager

Overview

Own the delivery relationship and health of a portfolio of AWS and Amazon Connect engagements for Mid-Market and Enterprise customers, partnering with Sales on scoping and account growth.

What you'll do

• Develop, own and manage customer relationships from a delivery perspective, building direct relationships and maintaining a stakeholder strategy for each engagement
• Provide hands-on direction, guidance and oversight to project teams, serving as an escalation point and ensuring quality delivery, client satisfaction, security and compliance requirements are met
• Drive project or program direction from a product ownership standpoint
• Act as a thought leader for customers, helping them drive outcomes, articulate delivered value and identify areas of further transformation
• Participate in customer sales cycles, developing rapport with prospects and understanding scope, estimates and staffing needs
• Collaborate with the Sales organization to build account growth and expansion plans
• Transition customers from sales to delivery, including SOW reviews, defining project roles and responsibilities for kickoff, and facilitating kickoff and client onboarding
• Work with operations/staffing and BU leadership to staff the appropriate project team and manage and mitigate staffing risks
• Drive and participate in internal initiatives on solution delivery capabilities, enterprise delivery methodology and reusable assets
• Champion AI-enabled delivery practices across engagements, within approved tools and client data-handling requirements
• Contribute at a leadership level, advocate for the brand, and help grow and scale the business

What you'll need

• 10+ years of consulting experience with a blend of solution architecture, pre-sales advisory and client-facing leadership across iterative software development initiatives
• 5+ years leading complex customer engagements or solution workstreams of 15+ team members, with direct accountability for solution strategy, technical direction and stakeholder alignment
• 5+ years of experience architecting, selling and delivering AWS solutions, with the ability to explain platform capabilities, tradeoffs, implementation considerations and roadmap options across AWS services
• Deep expertise in Contact Center or AWS-based solution design, such as Amazon Connect, and/or integrated CCaaS ecosystems
• Proven pre-sales experience, including discovery leadership, solution mapping, scoping, estimation, and presenting technical and business value to C-level and VP-level stakeholders
• Hands-on experience designing end-to-end architectures across requirements, solution blueprinting, user experience, integrations, data models, QA strategy and go-live readiness
• Strong understanding of the full SDLC and program governance, with clear articulation of technical risks, architectural decisions and roadmap tradeoffs to technical and non-technical audiences
• Experience shaping and managing distributed cross-functional solution teams, including developers, technical architects, business analysts and QA resources
• Strong commercial acumen with experience creating SOWs, Level of Effort estimates and Change Orders, and supporting sales motions while managing scope, value proposition and customer expectations
• Excellent communication and storytelling skills, capable of leading executive conversations, whiteboarding future-state architectures, roadmap creation and influencing decisions in pre-sales and delivery settings

Nice to have

• Passion for delivering software solutions and building Amazon and other Contact Center solutions with state-of-the-art technology
• Outstanding verbal and written communication skills for audiences of all levels, including client-facing skills
• Eagerness to embrace challenging situations and enjoyment of solving complex problems
• Proven ability to work cross-functionally
• Serve as a strategic advisor guiding customers through end-to-end agentic transformation journeys across AI technologies
• Maintain expertise in the evolving agentic marketplace, including platforms, frameworks and emerging capabilities
• Translate complex AI capabilities into clear, value-aligned recommendations supporting customer business objectives and digital-transformation roadmaps
• Identify common agentic use cases, assess customer readiness and prepare actionable adoption strategies
• Provide thought leadership by sharing industry insights, publishing perspectives and shaping best practices for agentic systems

Details

• Remote position within the United States
• Travel up to 25% for customer projects and company events