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.

• Work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Build and sustain professional relationships
• Lead projects or workstreams
• Manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Meet deadlines
• Provide clear guidance to others

About the Team

The Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. It blends strategy, technology, and creativity to solve complex challenges and bring customer strategies to life, creating new markets.

Qualifications

• Minimum of 8+ years of overall experience, including 5 years of enterprise, full-life cycle architecture in the professional IT/Software Development services industry
• Minimum 5 years of project experience architecting, building, and supporting cloud-based solutions on AWS
• Minimum 4 years of experience leading multiple project teams simultaneously on relevant engagements
• Adequate cloud certification within AWS
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Up to 50% travel, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

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 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)

Pay and Benefits

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current range is $130,800 to $241,000. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.