Description At AWS Enterprise Support we’re looking for a Technical Account Manager (TAM) to support our customers’ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data / Analytics, Application-level services, Networking, Serverless and more. The TAM works with customers as a trusted advisor to enable their cloud journey and grow their knowledge of AWS cloud services and technologies to support their business goals. As we continue to rapidly expand AWS’s Enterprise Support organization you’ll have plenty of opportunities to develop your technical, consulting, operational and leadership skills. You’ll work with talented cloud technologists whilst expanding your knowledge of AWS products. You’ll also have the chance to receive mentor-ship and active support to achieve AWS certifications. This role is within our Strategic Industries team. The Strategic Industries team are responsible for strategic accounts and seven industry business units across global verticals - Financial Services, Industrial and Manufacturing, Media and Entertainment, Telecom, Healthcare and Life Sciences, Energy and Utility, and Automotive. This role is in the Financial Services vertical. We're looking for someone with experience in Contact center & Telecom domain to help our customers achieve operational excellence on Amazon Connect at scale. You’ll provide strategic guidance to customers on the implementation and operations of Amazon Connect, applying your knowledge of best practices to reduce operational risk, increase governance, and allow customers to get the most out of their Amazon Connect implementation. The TAM is the centrepiece of value to our Enterprise Support customers, working alongside the broader dedicated account team. If you wish to be at the forefront of customer strategies and innovation, come join us! AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. Key job responsibilities * Develop trusting relationship with customers, understand their business needs / drivers, review service disruptions, provide monthly / quarterly metrics and assist with pre-launch planning * Utilize technical skills to solve difficult support issues and technical challenges * Provide customers with technical expertise in your domain to achieve operational excellence in security, resilience, and efficiency. * Understand operational parameters and troubleshooting process for customer issues and escalations * Advocate for customer needs to overcome adoption blockers and drive new feature development * Improve customer capabilities by running workshops, operations and architecture reviews * Ensure AWS environments remain operationally healthy whilst reducing costs and driving efficiencies to mitigate risks in customer operations plans and product adoption * Work with customers across all levels from developers through to C-Suite executives * Collaborate across multiple functions within AWS, such as: Solutions Architects, Business Developers, Professional Services Consultants, Global TAM teams and Sales Account Managers A day in the life In this role, you'll leverage your technical knowledge to ensure our customers' Amazon Connect implementations are flexible, scalable, and resilient on the AWS platform. As a trusted advisor, you'll play a pivotal role in ensuring customer success as they migrate their workloads to the cloud, ensuring their operational excellence on AWS. This includes providing deep process and technical expertise to help customers overcome complex operational challenges. With your in-depth operations experience and knowledge, you'll guide customers in understanding and implementing best practices for operating in the cloud. This involves assisting customers in mitigating operational risks using scalable and cost-effective solutions on AWS. About the team Diverse Experiences Amazon 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. 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 in the cloud. 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, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and 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. Basic Qualifications - Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment - Bachelor's degree - Experience in technical engineering - Experience with design/implementation/operations/consulting of Contact Center implementations and experience in Telco operations such as Telecom Carrier Peering, migrations and number porting. Preferred Qualifications - Experience with AWS services or other cloud offerings - Experience in internal enterprise or external customer-facing environment as a technical lead - Experience of working with Financial Services organisation. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy\_page) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.