AWS Project Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Strategize, initiate, and oversee the complete lifecycle delivery of contact center (CCaaS), conversational AI, and agentic solutions, including migrations.

• Oversee project financials, manage scope and change controls, schedules, dependencies, milestones, and risks.

• Conduct status meetings and generate weekly status reports to communicate progress, risks, and milestones.

• Serve as the primary day-to-day contact for clients and foster strong customer relationships.

• Lead sessions on Outcomes and Business Objectives, establish success metrics, and monitor progress.

• Define roles, decision rights, and dependencies for both the client and project team.

• Collaborate with Solution and Technical Architects to manage requirements and user stories throughout design and delivery phases.

• Assist in client presentations during requirements gathering, design, pilot, and user acceptance testing sessions.

• Facilitate User Acceptance Testing, coordinate testing plans, track defects, and drive resolutions.

• Aid in end-user training and ensure client readiness.

• Plan and manage production cutover and post-go-live hypercare.

• Coordinate efforts among distributed customer and delivery teams, including AWS teams, vendors, architects, developers, QA, and DevOps.

• Act as an Agile Scrum Master, guiding the software development lifecycle.

• Utilize approved AI-assisted tools to enhance delivery efficiency.

⛳️ Requirements

• A minimum of 5 years of project management experience in contact center settings, specifically with Contact Center as a Service (CCaaS) implementations.

• At least 2 years of practical experience as a project manager or scrum leader on Amazon Connect implementations.

• Experience in AI delivery/solution in a contact center context, particularly managing blueprint and implementation projects.

• Background in a professional services or consulting environment.

• Proficient in estimation/sizing and SOW/Change Order contracting.

• Proven track record of facilitating requirements sessions, writing or grooming user stories, and presenting functional content to client stakeholders.

• Experience in applying Agile and hybrid methodologies in project management.

• Current AWS Certified Cloud Practitioner or AWS Certified Solutions Architect (Associate or Professional) certification.

• Familiarity with contact center technology, including IVR and voice, chat, SMS channels, call routing, integrations, and reporting.

• Direct experience delivering agentic AI solutions within a contact center setting.

• Proficient in Jira and Smartsheet, or similar project management and Agile tools.

• A diverse skill set with previous roles such as Solution Architect, Product Owner, Functional/Technical Consultant, or Business Analyst.

• Excellent presentation and communication abilities.

• Experience leveraging AI-assisted tools to enhance project delivery.

• Capacity to influence without formal authority, mediate conflicts, and drive decisions across client and delivery teams.

• Bachelor's Degree in Business, Engineering, Information Technology, or Management (preferred).

🏝️ Benefits

• Remote work opportunities.

• Flexible working arrangements.

• Expected travel commitment of up to 25% for certain positions.

• Company town halls and meetings.

• Team celebrations and social events.