Principal Customer Success Specialist – Connect AI CX, Customer Success Center of Excellence

Amazon • Seattle, WA

5d

About The Position

AWS is seeking a Principal Customer Success Specialist — Connect AI CX to lead
strategic transformation initiatives for enterprise customers adopting
AI-powered customer experience solutions built on Amazon Connect. This is a
senior individual contributor role within the AWS Specialists & Partners (ASP)
Customer Success Center of Excellence (COE), requiring a rare combination of
executive-level strategic vision and the practical credibility to design,
validate, and scale transformation frameworks across the enterprise market.

This role goes well beyond tactically driving adoption. You will define the
methodologies, playbooks, and repeatable models that shape how AWS, its
customers, and partners approach AI-powered contact center transformation. Your
work will directly influence product roadmaps, partner motions, and go-to-market
strategies, creating lasting organizational and market impact across hundreds of
enterprise and SMB account s globally.

In this role, you will engage directly with customers to drive adoption and
capture insights that inform the creation of Customer Success playbooks. You
will then enable partners to adopt and execute these playbooks at scale. You
will shape the future of customer experience transformation by building the
frameworks, assets, and methodologies that enable AWS field teams and partners
to deliver transformative outcomes for enterprise customers. If you are a senior
practitioner who wants to design the next generation of AI-powered CX
transformation—not just implement it—this is your opportunity.

The AWS Specialists & Partners (ASP) Customer Success Center of Excellence focus
is to accelerate transformative customer outcomes at scale. As part of this
team, you will work at the intersection of product, go-to-market, professional
services, and partner organizations — serving as a strategic bridge between
frontline customer insights and AWS priorities.

Amazon Connect is AWS's cloud-based contact center solution offering a
comprehensive suite of AI capabilities including conversational AI, agent
assistance, real-time and post-contact analytics, AI-powered forecasting, and
emerging agentic AI capabilities for autonomous customer service. The enterprise
market for AI-powered customer experience transformation is one of the largest
and fastest-growing segments in cloud computing, and this role sits at its
center.

Requirements

• Hands-on experience with cloud technologies and AWS services, preferably including contact center or CX platform deployments at enterprise scale
• PMP, SCRUM, Agile, or SAFe certification with demonstrated track record driving measurable business outcomes (cost reduction, revenue growth, CSAT improvement) in enterprise transformation initiatives
• Experience building partner ecosystems and enablement programs, including co-developing delivery methodologies with strategic partners
• Published thought leadership in CX transformation or AI deployment, with track record influencing product roadmaps through customer insight synthesis
• Experience leading organizational change initiatives across multiple locations
• 10+ years of experience in senior customer-facing roles including customer success management, strategic consulting, or solutions architecture, with direct and measurable accountability for enterprise customer outcomes
• 15+ years leading complex, large-scale IT, technical, or engineering transformation programs with significant organizational change management components in enterprise-scale contexts
• Proven track record developing and scaling customer success programs or transformation methodologies — including creating original frameworks and assets adopted broadly by large teams or partner organizations
• Deep expertise in contact center operations and customer experience strategy, with direct experience advising and guiding enterprise organizations through significant CX transformation initiatives

Nice To Haves

• Experience implementing AWS/cloud services
• Strong executive presence with a demonstrated ability to influence, advise, and build trusted relationships with C-suite and VP-level stakeholders across complex, matrixed enterprise organizations
• 5+ years of direct contact center or CX technology experience at enterprise scale with deep understanding of AI/ML capabilities for customer experience (conversational AI, agent assist, analytics, agentic AI)
• Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks with broad applicability across industries

Responsibilities

• Strategic Customer Transformation: - Design and execute comprehensive AI-powered CX transformation strategies for enterprise customers, addressing technical, operational, and organizational dimensions through integrated frameworks, maturity models, and executive alignment across complex stakeholder environments
• Offering Development & Scaling: - Build repeatable methodologies, playbooks, and domain-specific assets that enable AWS and partners to deliver consistent transformation outcomes at scale - Synthesize customer engagement learnings into reusable frameworks and documented success patterns, establishing feedback loops that inform AWS product roadmap and GTM strategy
• Partner Ecosystem Enablement: - Co-develop transformation offerings with strategic partners and support the partner-led organization as they create enablement programs—including training, certification, and delivery toolkits —that scale high-quality customer success delivery through the partner ecosystem
• Customer Success Management: - Monitor customer health and proactively address transformation risks while driving measurable business value realization through structured success planning, executive business reviews, and customer advocacy initiatives
• Thought Leadership & Innovation: - Develop strong point-of-view content, maturity models, and best practices for AI-powered CX transformation that establish AWS intellectual leadership - Influence product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed