AWS Connect Associate Director

About the role

Protiviti is looking for an AWS Connect Associate Director to join our growing Infrastructure, Cloud, and Security Engineering team. This leadership role will help clients transform customer experience operations through enterprise-scale Amazon Connect implementations, cloud contact center modernization, conversational AI, and intelligent automation initiatives.

Responsibilities

• Lead complex engagements
• Strengthen executive client relationships
• Develop innovative cloud-based customer experience solutions
• Help clients modernize legacy contact center environments
• Serve as both a strategic advisor and technical leader, guiding organizations through large-scale contact center transformation programs while driving business development and practice growth
• Discover prospective project work with current and potential clients through networking, knowledge-building, and client interactions
• Identify opportunities to integrate product solutions and resources to improve client service capabilities
• Translate client challenges into new project proposals and sales
• Contribute to thought leadership and encourage knowledge-sharing and collaboration across teams
• Manage a diverse portfolio of clients across multiple industries

Requirements

• Deep expertise across Amazon Connect capabilities including contact flows, intelligent routing, agent workspace, Contact Lens, customer profiles, cases, Amazon Lex integration, outbound campaigns, forecasting and scheduling, contact center analytics
• Strong Java development experience utilizing Spring Boot, AWS SDK for Java, AWS Lambda API and integration development
• Strong Python development experience utilizing Boto3, AWS SDK for Python, automation scripting, data processing solutions, AWS Lambda development
• Advanced Terraform expertise including module development, state management, workspace strategies, CI/CD integration, infrastructure governance
• Strong experience with AWS technologies including AWS Lambda, Amazon Lex, Amazon Polly, Amazon Kinesis, Amazon DynamoDB, Amazon S3, Amazon EventBridge, AWS Step Functions, Amazon CloudWatch, AWS IAM, AWS KMS, AWS Secrets Manager, Amazon SageMaker, Amazon Transcribe, Amazon Comprehend, Amazon Translate
• Strong understanding of contact center telephony concepts including SIP, PSTN, DID management, carrier integration, number porting, and DTMF handling
• Proven experience leading enterprise contact center migration programs
• Experience building and managing CI/CD pipelines supporting Amazon Connect and cloud platforms
• Familiarity with regulatory and compliance frameworks including PCI-DSS, SOC 2, GDPR, CCPA, and financial services requirements
• Experience operating within highly regulated enterprise environments with governance, security review, and formal change management processes
• Strong executive communication, stakeholder management, consulting, and relationship-building skills
• Experience leading Amazon Connect transformations within banking, insurance, capital markets, or other regulated financial services organizations
• Experience designing conversational