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Solutions Architect, Customer Experience and Business Trends

Job ID: 2665524 | Amazon.com Services LLC

DESCRIPTION

Are you customer-obsessed, technologically curious, and eager to drive improvements to AWS products and their customer experience? Amazon is seeking a motivated professional with experience in cloud services, networking, hybrid infrastructure, and system development with good interpersonal skills. This candidate will take on the role of a Solutions Architect on our Customer Experience & Business Trends (CXBT) team. You will manage hybrid architecture including on-premises network, storage, and compute devices. You will own and contribute to studies that evaluate the customer experience of using AWS services and cloud offerings. You will monitor technology/industry trends and strongly represent voice of customer. You will join an expanding team, leverage your technical skills and apply a variety of methodologies to drive these studies. You will collaborate with product/engineering/sales teams and senior leaders to provide insights and drive improvements that help us achieve our vision to be Earth's Most Customer-Centric Company.

Key job responsibilities
- Focus on customers: Stay connected to customer trends, needs, and pain points in the cloud space. Work directly with products and do customer research to drive customer experience improvements.
- Manage on-premises infrastructure: Network, storage, and compute equipment acquisition, installation, and configuration; perform equipment install, power and cabinet modifications and expansions; perform system administration including code update and patching.
- Manage virtualization environments and supported hypervisors: Provision, manage, and configure infrastructure and deploy IT solutions.
- Lead large and complex studies: Design and build proof of concept experiments based on common customer use cases to evaluate the end-to-end customer experience. Own the full study lifecycle, including scoping, design, execution and analysis, and presenting a comprehensive written narrative of insights and recommendations to senior leaders.
- Invent and simplify methodologies: Plan, design, and develop a portfolio of methodologies, tools, and systems for data collection and data analysis. Continuously innovate and improve processes.
- Manage ambiguity: Independently take steps necessary to understand complex technologies and customer use cases across a variety of customer personas and product categories to produce meaningful insights that improve customer experience.
- Collaborate with stakeholders: Work with internal stakeholders (e.g., product managers, engineering teams, sales) to execute studies and work cross-functionally with peers/colleagues globally to support training, best practices, and shared opportunities.
- Contribute to study roadmap: Identify customer needs, pain points, use cases, trends etc. to help build a roadmap of studies to evaluate and improve customer experience.

A day in the life
Our team is dedicated to improving Amazon’s products and services through evaluation of the end-to-end customer experience using both internal and external processes and technology. Our mission is to deeply understand our customer’s experience, challenge the status quo, and provide insights that drive innovation to improve that experience. Through our analysis and our insights, we inform business decisions that directly impact customer experience in buying and utilizing AWS technologies. This role focuses on driving improvements to the ease of engaging with AWS products and its sales/marketing programs through execution of technical proof of concepts and/ or customer research.

About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understand and improve customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team made up of diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Seattle, WA, USA

BASIC QUALIFICATIONS

- 3+ years of design, implementation, or consulting in applications and infrastructures experience
- 3+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- 3+ years of IT development or implementation/consulting in the software or Internet industries experience
- 3+ years of experience working with networking protocols (e.g., IPSEC, NAT, BGP, OSPF) and OSI model

PREFERRED QUALIFICATIONS

- Experience with AWS technologies
- Experience migrating or transforming legacy customer solutions to the cloud
- Experience with scripting (e.g. Python, PowerShell)
- Hands-on experience with switches and firewalls within datacenter environment and ability to perform manual work within datacenter

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.