Director of Contact Center Transformation & Business Solutions

📋 Description

• Lead functional and business analysis for Amazon Connect CCaaS transformations.
• Define target-state migration approach across IVR, chat, and WFM.
• Collaborate with engineering/QA to validate flows and integrations.
• Advise on Amazon Connect AI capabilities (Q, Bedrock, GenAI agent assist).
• Own end-to-end delivery for multi-market CCaaS migrations.
• Draft BRDs, flows, and configuration standards for reusable delivery.

🎯 Requirements

• 10+ years in business/functional consulting with CCaaS experience.
• Proven skill in BRDs, requirements specs, and design translation.
• Experience leading multi-market migrations and UAT facilitation.
• Working knowledge of Amazon Connect capabilities and AI features.
• Familiarity with AI concepts for self-service and agent assist.
• MBA or equivalent advanced degree.

🎁 Benefits

• Medical Insurance for you and eligible dependents
• 401k plan with company match up to 4% and immediate vesting
• Competitive phantom equity
• Company issued laptop
• Dental and Vision insurance
• Term Disability Insurance