Senior Delivery Consultant - Customer Experience AI Agents, …, Singapore

Job ID: 10426017 | Amazon Web Services Singapore Private Limited

The Amazon Web Services Professional Services (ProServe) team is seeking a skilled Senior Delivery Consultant to join our team at Amazon Web Services (AWS). In this role, you'll work closely with customers to design, implement, and manage AI-powered customer experience solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices in conversational AI, generative AI, and intelligent automation throughout the project lifecycle.

Possessing a deep understanding of AWS AI/ML products and services, a Senior Delivery Consultant will architect complex, scalable, and secure AI-powered customer experiences tailored to customer needs. You will work closely with stakeholders to gather requirements, assess current customer experience capabilities, and propose effective strategies for leveraging AI agents, generative AI, and conversational AI to transform contact center operations.

As trusted advisors to customers, you will provide guidance on industry trends, emerging technologies, and innovative solutions. Responsibilities include leading the design and implementation of AI-powered experiences, ensuring adherence to best practices, optimising performance, implementing safety guardrails, and managing risks throughout the project.

The AWS Professional Services organization is a global team of experts that help customers realise desired business outcomes using the AWS Cloud. We collaborate with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through offerings that help customers achieve outcomes related to enterprise cloud adoption and guidance through global specialty practices.

• Designing and implementing AI-powered customer experience solutions using Amazon Connect, Amazon Bedrock, and Amazon Lex, tailored to customer needs.
• Consulting on conversation design, AI agent architecture, prompt engineering, and guardrail configuration to deliver reliable, production-grade AI agents.
• Providing technical guidance and troubleshooting support throughout project delivery, focusing on NLU optimisation, generative AI integration, and AI safety.
• Collaborating with stakeholders to gather requirements, understand customer journeys, and propose effective strategies for AI-powered self-service experiences.
• Acting as a trusted advisor to customers on AI/ML trends, emerging generative AI capabilities, and innovative customer experience solutions.
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts.

Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed, 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 - Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

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 home, there’s nothing we can’t achieve in the cloud.

• Bachelor’s degree in business administration, finance, economics, computer science, data science, engineering, or other related field.
• 5+ years of experience working with contact centre and AI platforms, such as Amazon Connect, Amazon Lex, Genesys, NICE, Nuance, Google Dialogflow, or similar.
• 3+ years of experience designing and implementing conversational AI, virtual agents, or AI-powered customer experience solutions.
• Demonstrated experience with prompt engineering and/or large language model implementation for customer-facing applications.
• Experience communicating technical concepts to non-technical audiences.

• Knowledge of AWS services including compute, storage, networking, security, databases, machine learning, and serverless technologies.
• Knowledge of Amazon Connect, Amazon Lex, and Amazon Bedrock capabilities, and benefits.
• Experience incorporating generative AI into the contact centre (voice or chat bots, AI agents, agent assist, or next best action) to answer questions or drive self-service experiences, including architecture design, model selection and integration, prompt engineering, guardrail implementation, and data preparation.
• Experience designing and implementing AI guardrails: response filtering, content moderation, input validation, output safety controls, contextual boundaries, and responsible AI practices.
• Experience with AI model evaluation, fine-tuning, RAG (Retrieval-Augmented Generation), and knowledge base integration.
• Familiarity with contact centre operations, workforce management, and CRM integration patterns.

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Posted: May 22, 2026 (Updated about 7 hours ago)

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