Contact Center Transformation Leader, Amazon Connect
Key Responsibilities
Practice Leadership & Team Development
Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
Recruit, interview, and onboard experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms.
Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect.
Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
Foster a culture of continuous learning, collaboration, innovation, and delivery excellence.
Customer Transformation Leadership
Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives.
Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
Guide customers through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect.
Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.
Partner with executive stakeholders to align business objectives with technology solutions.
Solution Delivery
Oversee successful delivery of Amazon Connect projects from strategy through deployment.
Ensure solution quality, scalability, security, and adherence to implementation best practices.
Support architecture reviews and provide guidance on complex contact center solutions.
Collaborate with cross-functional teams including AWS, engineering, project management, and customer success.
Practice Growth
Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.
Support business development efforts through customer presentations, workshops, and solution discussions.
Help establish the organization as a trusted leader in contact center transformation and Amazon Connect services.
Required Qualifications
10+ years of hands-on experience with Enterprise contact center platforms, including:
Twilio, Genesys, Cisco, Avaya
Familiarity with Amazon Connect and the AWS ecosystem principles and best practices
Proven experience leading contact center transformation or modernization initiatives.
Strong understanding of contact center operations, voice technologies, IVR design, routing strategies, and customer experience best practices.
Experience mentoring, coaching, or leading technical teams.
Ability to translate business requirements into scalable contact center solutions.
Excellent communication, presentation, and stakeholder management skills.
Experience working in consulting, professional services, or customer-facing delivery environments.
Preferred Qualifications
Experience with Amazon Connect implementations or migrations.
Experience transitioning teams from legacy contact center platforms to cloud-native solutions.
AWS certifications and/or Amazon Connect certifications.
Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.
Experience building or scaling consulting practices and delivery teams.