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Jobs · Information Technology · Utah

Sr Amazon Connect Lead

NRG Energy · Utah, United States · 2 mo ago
Information TechnologyFull-time

Role Summary

The Amazon Connect Manager owns Vivint’s cloud contact-center platform within AWS and is accountable for ensuring stability, scalability, cost efficiency, and continuous improvement. This leader drives adoption of Amazon Connect features to achieve business outcomes, oversees release and change management, and ensures the platform aligns with Vivint’s customer-experience and operational goals.

Key Responsibilities

  • Platform Ownership & Strategy

    • Serve as the primary owner of the Amazon Connect ecosystem, overseeing governance, roadmap alignment, and long-term capability evolution.
    • Partner across Care, Product, Engineering, Security, Finance, and vendor teams to ensure the platform meets Vivint’s operational and strategic needs.

  • Release & Change Management in AWS

    • Lead structured release cycles, configuration changes, and environment management across AWS.
    • Implement disciplined change-management processes to ensure reliable deployments and minimal disruption.

  • Utilize Amazon Connect Features to Achieve Business Objectives

    • Leverage built-in Amazon Connect capabilities (Contact Lens, analytics, AI features, supervisor tools, real-time data) to improve CX and operational outcomes.
    • Evaluate and introduce new Amazon Connect features aligned to strategic priorities.

  • Cost Management & Usage Optimization

    • Monitor usage and consumption across all Amazon Connect services to prevent overspend.
    • Implement guardrails, alerts, and forecasting practices to manage budget adherence.

  • Vendor & Partner Management

    • Act as the primary liaison with AWS and NeuraFlash.
    • Review SOWs, validate partner recommendations, and ensure technical alignment to Vivint standards.

  • Operational Reliability & Support Leadership

    • Ensure platform stability, performance, and resilience through monitoring and incident response.
    • Lead root-cause analysis and platform corrective action efforts.

Success Metrics

  • Stable and reliable Amazon Connect operations with minimal unplanned downtime.

  • Predictable, well-governed release cycles.

  • Demonstrated cost savings or cost-avoidance through usage governance.

  • Increased adoption of Amazon Connect features that improve CX and operational performance.

  • Strong vendor execution and cross-functional alignment.

Qualifications

Preferred Qualifications:

  • Experience managing large-scale AWS environments.
  • Proven track record of driving innovation and adoption of new technologies.
  • Strong leadership and collaboration skills.
  • Experience with Amazon Connect features and best practices.
  • Technical expertise in cloud infrastructure and operations.

Benefits

NRG Energy offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

Salary range: $150,000 - $175,000 annually.

Schedule

Full-time position.

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