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Contact Center Transformation Leader, Amazon Connect

1 week, 1 day ago
United States
Full-time
Lead
Implementation Consultant
Project and Program Management
AWS Cisco Generative AI Twilio
Apply Now
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
View All Jobs 84

Description

  • Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
  • Recruit, interview, and onboard contact center professionals with experience building and migrating IVR/IVA applications.
  • Develop training programs, mentorship plans, and enablement strategies to support team transition to Amazon Connect.
  • Establish delivery standards, best practices, and technical development paths for the voice and contact center team.
  • Serve as a strategic advisor and program architect for customers modernizing contact centers.
  • 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 delivery of Amazon Connect projects from strategy through deployment and ensure quality, scalability, and security.
  • Collaborate with AWS, engineering, project management, and customer success teams on solution delivery.
  • Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.
  • Support business development through customer presentations, workshops, and solution discussions.

Requirements

  • 10+ years of hands-on experience with enterprise contact center platforms such as Twilio, Genesys, Cisco, or 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 preferred.
  • AWS certifications and/or Amazon Connect certifications preferred.
  • Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities preferred.
  • Experience building or scaling consulting practices and delivery teams preferred.

Benefits

  • Remote and in-person work options, including a distributed team model.
  • Flexible work culture that supports personal scheduling needs.
  • Travel opportunities for certain roles, with up to 25% anticipated travel.
  • A collaborative culture with executive town halls and open feedback.
  • A team-oriented environment that encourages learning, innovation, and celebration.

Interested in this position?

Apply directly on the company website

Apply Now

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