Contact Center Transformation Leader, Amazon Connect

Key Responsibilities

• Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
• Recruit, interview, and onboard experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms.
• Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect.
• Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
• Foster a culture of continuous learning, collaboration, innovation, and delivery excellence.
• Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives.
• Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
• Guide customers through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect.
• Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.
• Partner with executive stakeholders to align business objectives with technology solutions.

Required Qualifications

• 10+ years of hands-on experience with Enterprise contact center platforms, including: Twilio, Genesys, Cisco, Avaya
• Familiarity with Amazon Connect and the AWS ecosystem principles and best practices
• Proven experience leading contact center transformation or modernization initiatives
• Strong understanding of contact center operations, voice technologies, IVR design, routing strategies, and customer experience best practices
• Experience mentoring, coaching, or leading technical teams
• Able to translate business requirements into scalable contact center solutions
• Excellent communication, presentation, and stakeholder management skills
• Experience working in consulting, professional services, or customer-facing delivery environments

Preferred Qualifications

• Experience with Amazon Connect implementations or migrations
• Experience transitioning teams from legacy contact center platforms to cloud-native solutions
• AWS certifications and/or Amazon Connect certifications
• Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities
• Experience building or scaling consulting practices and delivery teams