Contact Center Transformation Leader, Amazon Connect

23 hours, 50 minutes ago
Full-time
Lead
Project and Program Management
NeuraFlash

NeuraFlash

NeuraFlash specializes in providing custom AI business solutions by integrating Salesforce's Success Platform with artificial intelligence and machine learning, enhancing customer experiences through consulting, UX design, and implementation services a...

IT Services
251-1K
Founded 2016

Description

  • 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 IVR/IVA migration experience.
  • Develop training programs, mentorship plans, and enablement strategies to help team members transition to Amazon Connect.
  • Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
  • 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.
  • Oversee successful delivery of Amazon Connect projects from strategy through deployment.
  • Ensure solution quality, scalability, security, and adherence to implementation best practices.
  • Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.

Requirements

  • 10+ years of hands-on experience with enterprise contact center platforms, including Twilio, Genesys, Cisco, and Avaya.
  • Familiarity with Amazon Connect and 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.
  • Ability 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.
  • Experience with Amazon Connect implementations or migrations is preferred.
  • AWS certifications and/or Amazon Connect certifications are preferred.

Benefits

  • Remote and in-person work options, including HQ, regional hubs, and fully remote roles.
  • Up to 25% travel for certain roles.
  • Flexible culture that supports personal obligations and values outcomes over hours worked.
  • Collaborative environment with executive town halls and opportunities to provide feedback.
  • Fun team culture with regular celebrations and social activities.

Interested in this position?

Apply directly on the company website

Apply Now

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