Contact Center Transformation Leader, Amazon Connect

10 days ago

Remote, CanadaStaff+

Responsibilities

Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations.
Recruit, interview, onboard, mentor, and develop contact center professionals transitioning from platforms such as Twilio, Genesys, Cisco, and Avaya.
Establish delivery standards, best practices, training programs, mentorship plans, and technical development paths.
Serve as a strategic advisor and program architect for contact center modernization initiatives.
Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
Guide customers through migrations from legacy contact center platforms to Amazon Connect.
Oversee Amazon Connect project delivery from strategy through deployment, including architecture reviews and solution quality.
Contribute to service offerings, implementation methodologies, accelerators, reusable assets, and consulting practice growth.
Support business development through customer presentations, workshops, and solution discussions.

10+ years of hands-on experience with enterprise contact center platforms, including Twilio, Genesys, Cisco, and Avaya.
Familiarity with Amazon Connect, AWS ecosystem principles, and AWS 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 practices.
Experience mentoring, coaching, or leading technical teams.
Ability to translate business requirements into scalable contact center solutions.
Strong communication, presentation, stakeholder management, consulting, professional services, or customer-facing delivery experience.
Preferred experience with Amazon Connect implementations or migrations and transitions from legacy platforms to cloud-native solutions.
AWS and/or Amazon Connect certifications are preferred.
Preferred knowledge of CRM integrations, workforce management, analytics, omnichannel contact centers, and scaling consulting practices and delivery teams.

Remote or in-person work is available from the Massachusetts headquarters, regional hubs, or remotely.
Certain roles include anticipated travel of up to 25%.
Flexible scheduling supports personal and family obligations.
The company provides a collaborative environment with executive town halls and company meetings.
Employees participate in team celebrations and social activities.

501-1,000 employees