Role: AWS Service Delivery Manager (Technical)
Location: Waukesha, WI & Nashville, TN (Remote)
Duration: 12+ month
Position Overview
We are seeking a skilled expert managed Operations manager with hands-on expertise on AWS Connect, and low-mid level experience on: AWS Control Tower Landing Zone, AWS IAM Identity Center and AWS CDK (Cloud Development Kit). This role is responsible for providing technical leadership, proactive guidance, and managed services support for customer, as they modernize and scale their AWS cloud environments. Escalation Specialists (400 level) SWO Services team will consist of an AWS Landing Zonepecialist and a Connect Specialist who will be engaged for consultation and high-level tasks in addition to the expert managed Operations manager position. The expert managed Operations manager will act as a trusted advisor. This position requires strong communication skills, an understanding of AWS services, and the ability to translate customer goals into actionable technical outcomes. In addition, communicate to assigned Specialists for both tasks and sharing of workload that require the (one of two) specialist.
Key Responsibilities:
Customer Engagement & Managed Services Technical Leadership
Serve as the primary technical point of contact for assigned customer for managed services for AWS Connect/Landing Zone.
Lead recurring technical reviews, cloud strategy sessions, and service delivery updates.
Translate customer business requirements into AWS architectural recommendations (with Specialist support).
Develop strong long-term relationships rooted in trust, expertise, and proactive support.
AWS Connect Responsibilities: (200-300 level)
Basic skills to architect, deploy, and optimize Amazon Connect environment. Advanced deployments will be provided by Specialist. Candidate would be able to understand requirements not necessarily be responsible for the entire build which would fall to the Specialist.
Design and enhance contact flows, IVRs, routing profiles, and agent experience configurations.
Maintain customer AWS Connect with Amazon Lex, AWS Lambda, Kinesis, S3, API Gateway, and CRM platforms.
Troubleshoot call quality issues, configuration errors, and workflow failures by using customers Ramp Enterprise Support Subscription Customer is responsible for entering the ticket, candidate is responsible for following thru and fully supporting the ticket, including working with AWS expert managed Operations manager and providing information back to customer.
Recommend enhancements that improve efficiency, reliability, and customer experience.
AWS Control Landing Zone Responsibilities: (200-300 level)
Understanding of a Cloud Landing Zone.
Understand and enforce governance patterns such as SCPs, IAM roles, and logging standards.
Oversee VPC networking, centralized logging, security baselines, and compliance frameworks. (candidate needs an understanding of Landing Zone, additional work will fall to Specialist).
Evaluate environments against AWS Well-Architected Framework.
AWS CDK & Infrastructure as Code (IaC): (200-300 level)
Assist customers with building and maintaining infrastructure using AWS CDK, Specialist to support for complex tasks.
Review and optimize CDK stacks.
Promote best practices around IaC, CI/CD, and automated provisioning.
Managed Services Delivery:
Build and maintain customer-specific runbooks, , and escalation workflows.
Conduct periodic service health checks.
Provide incident triage, root cause analysis, and issue resolution with assistance from AWS expert managed Operations manager .
Recommend improvements to customer.
Collaborate closely with engineering and cloud operations teams.
Required Qualifications
A technical customer-facing role.
Hands-on experience with Amazon Connect a must , AWS Control Tower Landing Zone, AWS IAM Identity Center and core AWS services a plus.
Strong understanding of AWS architecture and operational excellence.
Experience troubleshooting production issues.
Excellent communication, presentation, and documentation skills.
Preferred Qualifications:
AWS Certifications such as AWS SysOps Admin and Connect specific
Experience with AWS CDK (TypeScript, Python) would be a plus .
Proficiency with IaC tools (CDK, CloudFormation, Terraform) would be a plus
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