דרושים Principal Customer Engagement Mgr Amazon Business ב-אמזון ב-United States, Dallas

*This role is full on site and DOES NOT offer remote option.**Please note for this role requires an advanced proficiency (C1) level in both English and Portuguese*Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations.When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions.Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements.They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows.This comprehensive approach ensures quality remains at the forefront of our operational excellence.Key job responsibilities
Key job responsibilities
* Define and implement quality metrics for established workflows
* Create prescriptive actions for quality issues
* Partner with customers, operations and internal support teams to optimize workflow quality
* Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements
* Analyze data trends and develop solutions
* Monitor quality performance and coach operations teams
* Create and maintain quality metrics reports
* Handle customer escalations and recommendations
* Evaluate and suggest improvements for quality tools
* Support process documentation and implementation

* Advance C1 English and Portuguese proficiency
* Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas)
* Experience in data analysis
* Strong process expertise in data services
* Experience in coaching and process improvement
* Experience working cross functionally with tech and non-tech teams
* Experience in defining and implementing process improvement initiatives using data and metrics
* Strong analytical and problem-solving skills
* Excellence in written and verbal communication
* Demonstrated ability to influence without authority
* Ability to work in ambiguous environments

* Experience with speech or language data preferred
* Project management and process improvements experience
* Experience in driving end to end delivery, and communicating results to senior leadership
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
* Knowledge of Lean, Six Sigma, or other quality improvement methodologies. Project management certification (PMP, CAPM, or equivalent)

Possessing a deep understanding of AWS products and services, as a Delivery Consultant you will be proficient in architecting complex, scalable, and secure solutions tailored to meet the specific needs of each customer. You’ll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As trusted advisors to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions, you will be responsible for leading the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks throughout the project.Key job responsibilities
As an experienced technology professional, you will be responsible for:
- Providing technical guidance and troubleshooting support throughout project delivery
- Collaborating with stakeholders to gather requirements and propose effective migration strategies- Sharing knowledge within the organization through mentoring, training, and creating reusable artifactsAbout 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 below, 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.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.

- 3+ years of experience in cloud architecture and implementation
- Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience
- 3+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
- 1+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
- 2+ years hands-on coding experience with REST APIs and web services, including successful integration of contact center platforms (e.g., Genesys, Amazon Connect, Five9)

- AWS experience preferred, with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, CloudFormation)
- AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
- Experience with automation and scripting (e.g., Terraform, Python)
- Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
- Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences
- Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and required deployment skills
- Experience incorporating generative AI into the contact center (voice or chat bots, agent assist or next best action) to answer questions or drive self-service experiences, including architecture design, model selection and integration, prompt engineering, and data preparation.

Key job responsibilities
- Serve as a Subject Matter Expert (SME) on the incident response & technical investigation lifecycle, owning the deep dive and coordination to turn data into information.
- Respond to Incidents in a timely manner, providing leadership & guidance to all security analysts.
- Conduct deep-dive investigations into threat and fraud abuse reports and detections- Attend internal and external training regarding security engineering and response.
- Find opportunities to improve from large-scale security incident investigations.
- Participate in or lead post-mortem analyses.- Develop and mentor other security engineers, analysts, investigators, and software developers.About the team
Diverse Experiences
Amazon Security 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.
Work/Life Balance

- Bachelor’s degree in Computer Science, Engineering, related discipline, or equivalent experience
- 3+ years of work in related technical roles (such as threat hunting, threat intelligence, security data analysis, etc.)
- 3+ years of experience with cloud technologies (AWS preferred, Azure, Google Cloud, etc)
- 3+ years of experience using data analysis tools and technologies, such as SQL, Jupyter, R, Python
- 3+ years of experience with incident handling/response, active attacks / live scenarios / applied computer security

- Master’s degree in mathematics, computer science, or related engineering disciplines
- Extensive knowledge of computing security issues and threat vectors and experience with security architecture, system architecture, threat modeling, reverse engineering, malware analysis, adversary methodologies, and/or threat intelligence
- Effective written, communication and organizational skills
- Experience with cross-organizational collaboration and creation of remediation plans
- Standing relationships with global associations relevant to the position

- Have a strong understanding of large-scale computing solutions.
Key job responsibilities
Roles and Responsibilities
- Help hire, on-board and train new SAs via mentorship and builder programs.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.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

- 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- Experience developing technology solutions and evangelising end-to-end technology roadmaps that guide IT transformations toward cloud computing
- Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications

- Knowledge of distributed systems design and implementation or equivalent
- Knowledge of large scale automation and workflow management or equivalent
- Knowledge of database design and implementation or equivalent
- Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers
- Experience architecting, migrating, transforming or modernizing customer requirements to the cloud

We're looking for a hands-on Systems Engineer with a background in the requirements management, design for manufacturing, hardware/software development for hardware test.This is a role for a highly collaborative individual who will help us with optimizing for high volume production and meeting cross discipline requirements.Key job responsibilities
• Lead and mentor engineering teams in architecting test automation infrastructure, establishing technical standards, and driving system validation strategies across global manufacturing sites
• Drive architectural oversight and strategic roadmaps for production test systems, including implementation of new technologies, risk assessment, and long-term scalability planning
• Champion cross-functional initiatives to optimize system performance, develop robust validation frameworks, and enhance test capabilities through data-driven improvements
• Establish and drive technical partnerships with contract manufacturers, engineering teams, and stakeholders to standardize processes and implement best practices across sites
• Lead complex technical investigations and improvements requiring multi-team coordination, while developing engineering talent and fostering knowledge sharing across organizationsA day in the life

- Experience leading the design, automation, deployment, and support of large-scale infrastructure
- Experience programming with at least one modern language such as Python, Ruby, Golang, Java, C++, C#, Rust
- Experience with Linux/Unix
- Experience with CI/CD pipelines build processes
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience
- 5+ years of systems design, software development, operations, automation, and process improvement experience
- Bachelor's degree in electrical engineering, computer engineering, or equivalent

- Experience with distributed systems at scale
- Experience writing technical documents, project plans and progress reports to leadership and to stakeholders
- Experience in mentoring, leading, or managing more junior engineers
- Master's degree in electrical engineering, computer engineering, or equivalent

Some high level responsibilities include:
· Prioritize and assign tasks to data center technicians and operators, project management, coaching and creating documentation.
· Manage inbound capacity from receiving through deployment stages
· Manage the installation network and cabling infrastructure in a data center environment
· Guide, train and educate staff on the best practices related to all service owner issues
· Manage tasks and deliverables across small to large-size projects
· Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs
· Provide weekly report to the data center manager
· Coordinate team resources to support project and delivery needs, to include emergency projects, change management and maintenance window support, and potential off-hours and on-call needs.
· Recruit and train data technicians to ensure appropriate staffing levels
· Host weekly staff meetings
· Drive compliance to Amazon performance management requirements

- Bachelor's degree or equivalent combination of education and experience
- 3+ years experience in a data center technology role
- 5+ years experience in management/team lead function
- 3 + years of TCP/IP networking knowledge
- 3 + years of knowledge of network cabling, optic types, and test equipment

Possessing a deep understanding of AWS products and services, as a Delivery Consultant you will be proficient in architecting complex, scalable, and secure solutions tailored to meet the specific needs of each customer. You’ll work closely with stakeholders to gather requirements, assess current infrastructure, and propose effective migration strategies to AWS. As trusted advisors to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions, you will be responsible for leading the implementation process, ensuring adherence to best practices, optimizing performance, and managing risks throughout the project.Key job responsibilities
As a Principal Advisory Consultant, you will:1. Drive significantly complex technical initiatives and strategic business transformations across industries and market segments2. Lead the creation and delivery of novel technical services, capabilities, or industry-level solutions used globally3. Identify patterns across customers and develop new architectural patterns and design principles that become industry standards4. Cultivate strategic relationships with senior leaders and serve as a trusted advisor on transformative initiatives5. Shape the evolution of platform service features and create new offerings that maximize emerging technology impact6. Drive strategic sales opportunities from inception to closure at the executive level7. Create scalable mechanisms and lead new initiatives that transform how customers adopt cloud technologies8. Provide widely recognized technical thought leadership through industry presentations and executive engagements9. Mentor and develop leaders while growing a culture of collaboration, empathy, and inclusion10. Balance risk and quality while creating mechanisms to address recurring escalation patternsA day in the life
About the team
About AWS:
Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below, 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.
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.

1. 8+ years of experience in cloud architecture and implementation
2. Bachelor's degree in Computer Science, Engineering, Business, or related field; Master's degree preferred
3. 5+ years experience in enterprise cloud transformation initiatives involving C-suite executives with at least 1 project from the following industries: Financial Services, IT, Telecommunications, Media, Healthcare, Manufacturing, or Retail
4. 5+ years experience implementing technology solutions that delivered minimum 15% cost reduction or $1M+ annual revenue growth per project across 3+ enterprise initiatives
5. 5+ years experience working cross-functional with teams of 10+ members each, managing complex programs spanning at least 2 distinct organizations per program

• AWS experience preferred, with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, CloudFormation)
• AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
• Experience with automation and scripting (e.g., Terraform, Python)
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences• Deep expertise in emerging technologies such as Generative AI, Agentic AI, and their enterprise applications• Experience in one or more of the following domains:Enterprise Architecture and Cloud Strategy. Business Transformation and Innovation. Data & AI Strategy and Governance. Cloud Economics and Business Value Creation. Industry-specific Digital Transformation