Principal Consultant - Customer Experience (CX), Technology and Industries

AWS Professional Services (ProServe) is looking to hire a senior transformation leader with deep consulting and delivery pedigree in the Customer Experience (CX) domain and a passion for delivering measurable Basic qualifications: - 10+ years of experience leading large-scale transformation programs in Customer Experience, Contact Centre, or related CX domains - Deep domain expertise in one or more of: contact centre operations and technology, omnichannel customer engagement, workforce management, customer journey design, or CX platform modernisation - Experience engaging and influencing C-level executives (CEO, COO, CCO, CTO) on CX strategy, business cases, and transformation investment decisions - Experience orchestrating delivery across complex, multi-party, and matrixed environments involving system integrators, technology partners, and internal teams - Strong technical background with a bachelor's degree in information technology, business, or a related field Preferred: - Experience with Amazon Connect Customer, AWS AI/ML services, or comparable contact centre and CX technology platforms - Experience defining and measuring customer outcomes frameworks (NPS, CSAT, CES, first-contact resolution, cost-to-serve, AHT) - Familiarity with CX industry frameworks and methodologies (e.g., customer journey mapping, service design, Voice of Customer programs) - Scaled Agile delivery methodologies (SAFe, Scrum@Scale) and/or Project Management Professional (PMP) - Experience leading organisational change management in contact centre or CX environments, including agent adoption, new ways of working, and cultural transformation - Hands-on experience with AWS services, architectures, and best practices in enterprise-scale environments Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: 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.