This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

As Principal, Customer Success Specialist Amazon Connect within the AWS Customer Success Center of Excellence, you will drive enterprise adoption and measurable customer business value realization for AWS Amazon Connect services by developing and executing comprehensive customer success strategies. You will design and implement frameworks, programs, and playbooks that enable AWS customers to maximize outcomes through optimal adoption of AWS Amazon Connect.

This role combines strategic thinking, operational excellence, and Amazon Connect-focused technical expertise to create repeatable, scalable mechanisms and assets that transform how AWS delivers customer success. You will maintain deep knowledge of AWS Amazon Connect services and related domains to build strong relationships with customer stakeholders and internal teams.

By driving adoption of Amazon Connect technologies, you will play a critical role in accelerating AWS revenue growth while helping customers enhance their contact center operations and customer engagement in a rapidly evolving market. You will embody a learn-and-be-curious mindset to clearly articulate AWS’s Amazon Connect strategy and capabilities to customers, conducting impactful executive conversations on the transformational potential of Amazon Connect.

You will help customers identify and prioritize use cases, explaining the “why” and “what” of Amazon Connect solutions at a 300-level, with detailed “how” guidance delivered by solution architects. Your success will be measured by customer satisfaction, adoption metrics, and tangible business outcomes realized through Amazon Connect.

Key job responsibilities
Strategic customer engagement:

• Develop and execute customized success plans aligned with customers’ enterprise adoption strategies and business goals for Amazon Connect.
• Engage with customer employee personas to understand their unique needs and challenges; design and deliver tailored technical workshops and enablement programs to accelerate Amazon Connect adoption.
• Orchestrate executive alignment and stakeholder buy-in for adoption initiatives and customer advocacy programs focused on maximizing customer outcomes.
  Adoption program development:
• As an adoption expert, create and maintain best practices documentation, implementation guides, and training materials specific to Amazon Connect, to be applied across customer accounts.
• Track and analyze adoption metrics to measure effectiveness and identify areas for continuous improvement.
• Develop governance frameworks that enable sustainable, scalable adoption of Amazon Connect within customer organizations.
  Customer success management:
• Monitor customer health dashboards and proactively identify and address potential risks or adoption barriers that could impact business value realization.
• Drive customer advocacy through success story documentation and by encouraging participation in customer success initiatives.
  Product feedback loop:
• Collect and communicate customer feedback, insights, and requirements directly to AWS Go-To-Market and product teams.
• Analyze trends in customer requests and pain points to identify opportunities for product enhancements that better meet customer needs.

About the team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture:

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth:

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

• 10+ years of senior customer facing role experience
• 10+ years of leading complex, large-scale, IT, technical or engineering programs experience
• Bachelor's degree in Science, Technology, Engineering, Math, or a related field
• Experience in leading complex, large-scale, IT, technical or engineering programs
• Experienced in CCaaS design, implementation, and optimization using Amazon Connect or other platform.

Preferred Qualifications

• PMP/SCRUM/Agile certification or are you SAFe certified
• Knowledge of key technology and market trends
• Knowledge of the software development/engineering lifecycle from conception to delivery
• Experience implementing AWS/cloud services

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, GA, Atlanta - 182,800.00 - 247,300.00 USD annually
USA, NY, New York - 201,000.00 - 272,000.00 USD annually
USA, TX, Austin - 182,800.00 - 247,300.00 USD annually
USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually