Amazon Connect Manager, Technical Transformation

Answering the Job

An Amazon Connect Technical Architect is responsible for the design of Amazon Connect services, project management, and delivery oversight of onshore and offshore development teams. This role involves building and managing teams, advising clients on best practices in AWS services, ensuring project quality, and identifying new sales opportunities.

Qualifications

• Minimum of 8+ years of overall experience, including 5 years in enterprise, full-life cycle architecture in the professional IT/Software Development services industry
• Minimum 4 years of experience leading multiple project teams simultaneously on relevant engagements
• Applicable cloud certification within AWS
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Experience leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, ServiceNow, Oracle, or SAP
• Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, workforce management, and artificial intelligence in customer service
• Experience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)
• Telephony/SIP and contact center migration experience
• AWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect-specific training
• Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)

Preferred Experience

• Leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, ServiceNow, Oracle, or SAP
• Experience with Amazon Connect Chat and/or Tasks, outbound campaigns, and integration with CRM/ITSM platforms
• Experience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)
• Telephony/SIP and contact center migration experience
• AWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect-specific training
• Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)