Contact Center Transformation Leader

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

📋 Description

• Lead and expand a team of contact center architects, developers, and consultants dedicated to Amazon Connect implementations and transformations.

• Recruit, interview, and onboard professionals in the contact center domain.

• Create training programs, mentorship initiatives, and enablement strategies.

• Set delivery standards, best practices, and technical development pathways.

• Act as a strategic advisor and program architect for initiatives focused on contact center modernization.

• Facilitate discovery sessions, assessments, solution design workshops, and create transformation roadmaps.

• Guide the migration process from legacy platforms such as Genesys and Cisco to Amazon Connect.

• Provide advice on IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.

• Collaborate with executive stakeholders to align technology solutions with business objectives.

• Oversee Amazon Connect projects from strategic planning through to deployment.

• Ensure the quality, scalability, security, and adherence to implementation best practices of solutions.

• Support architecture reviews and complex contact center solutions.

• Work alongside AWS, engineering, project management, and customer success teams.

• Contribute to service offerings, methodologies, accelerators, and reusable assets.

• Assist in business development through customer presentations, workshops, and solution discussions.

• Aid in establishing the organization as a leader in contact center transformation and Amazon Connect services.

⛳️ Requirements

• Over 10 years of hands-on experience with enterprise contact center platforms.

• Proficient in Twilio, Genesys, Cisco, and Avaya.

• Knowledgeable about Amazon Connect and the AWS ecosystem's principles and best practices.

• Demonstrated experience in leading contact center transformation or modernization projects.

• Strong grasp of contact center operations, voice technologies, IVR design, routing strategies, and customer experience best practices.

• Experience in mentoring, coaching, or leading technical teams.

• Capability to convert business requirements into scalable contact center solutions.

• Exceptional communication, presentation, and stakeholder management skills.

• Background in consulting, professional services, or customer-facing delivery environments.

• Experience with Amazon Connect implementations or migrations.

• Proven experience transitioning teams from legacy contact center platforms to cloud-native solutions.

• AWS certifications and/or Amazon Connect certifications.

• Familiarity with CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.

• Experience in building or scaling consulting practices and delivery teams.

🏝️ Benefits

• Options for remote work.

• Flexible working arrangements.

• Expected travel commitment of up to 25%.

• Team collaboration opportunities through town halls and company meetings.

• Company celebrations and team events.