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

About the Role

AWS is seeking a Principal Customer Success Specialist 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 accounts 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.

About the Team

The AWS Specialists & Partners (ASP) Customer Success Center of Excellence focuses on accelerating 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.

You will collaborate cross-functionally with AWS Product & Engineering teams for Amazon Connect and AWS AI/ML services, Go-to-Market and Sales teams driving enterprise Connect adoption, AWS Professional Services for delivery alignment, and strategic consulting and technology partners. Your work will involve engaging with Customer C-suite and operational leaders across Fortune 500 and global enterprises.

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—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 AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth We're continuously raising our performance bar as we strive to become Earth's Best Employer. 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 at home, there's nothing we can't achieve.

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.

Equal Opportunity

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 amazon.jobs for more information.