Contact Center Transformation Leader, Amazon Connect

📋 Description

• Lead and grow a team of contact center architects and consultants for Amazon Connect.
• Guide customers through migrations from legacy platforms to Amazon Connect.
• Oversee Amazon Connect projects from strategy to deployment; ensure quality and security.
• Develop training programs and enablement strategies for the team.
• Partner with executives to align objectives with technology solutions.
• Contribute to service offerings, methodologies, accelerators, and reusable assets.

🎯 Requirements

• 10+ years hands-on with enterprise contact center platforms (Twilio, Genesys, Cisco, Avaya).
• Familiarity with Amazon Connect and AWS best practices.
• Proven experience leading contact center transformation or modernization initiatives.
• Strong IVR design, routing, agent experience, WFM, integrations, and reporting.
• Experience mentoring, coaching, or leading technical teams.
• Excellent communication, presentation, and stakeholder management.

🎁 Benefits

• Remote and in-person options; travel up to 25%.
• Flexible schedule; trust-based culture.
• Collaborative environment with executive town halls.
• Team events and celebrations.