Contact Center Transformation Leader, Amazon Connect
About the role
For our client, we are seeking a Contact Center Transformation Leader, Amazon Connect to join the team of a leader in the Information Technology space. This role will lead enterprise contact center modernization efforts, helping customers move from legacy environments to a cloud-based contact center platform. The position combines strategic leadership, technical guidance, and hands-on delivery oversight across complex transformation engagements. The ideal candidate will partner closely with consulting teams, architects, and customer stakeholders to raise delivery standards, strengthen team capabilities, and ensure high-quality outcomes. This is a strong fit for someone who has led contact center transformation programs and enjoys shaping both people and solution strategy. Location: Remote - US based candidates only, no visa sponsorship available.
Pay
Compensation: $130,000 – $160,000 annually.
Responsibilities
- Lead and develop a team of contact center architects and consultants supporting transformation initiatives
- Recruit and onboard experienced professionals in contact center technologies
- Create training and mentorship programs for team transitions to modern cloud contact center solutions
- Establish delivery standards and best practices for contact center solutions
- Guide customers on modernizing their contact centers from legacy systems to a cloud contact center platform
- Oversee the successful delivery of projects from planning to implementation
- Collaborate with cross-functional teams to ensure solution quality and security
Qualifications
- 10+ years of hands-on experience with enterprise contact center platforms like Twilio, Genesys, and Cisco
- Familiarity with Amazon Connect and AWS best practices
- Proven experience leading contact center transformation initiatives
- Strong understanding of IVR design, routing strategies, and customer experience best practices
- Experience mentoring or leading technical teams
- Excellent communication, presentation, and stakeholder management skills
- Background in consulting or professional services environments
Benefits
- Flexible work arrangements, including remote and in-office options
- Expected travel commitment of up to 25% for certain roles
- Supportive company culture valuing work-life balance
- Encouragement of collaboration and open communication
- Regular team celebrations and fun activities to build camaraderie