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

About This Role

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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Requirements

• 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
• Hands-on experience with cloud technologies and AWS services, preferably including contact center or CX platform deployments at enterprise scale