Contact Center Transformation Leader

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

📋 Description

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

• Recruit, interview, and onboard skilled contact center professionals with relevant experience in building and migrating IVR/IVA applications on platforms such as Twilio, Genesys, Cisco, or similar systems.

• Create training programs, mentorship plans, and enablement strategies to assist team members in effectively transitioning to Amazon Connect.

• Define delivery standards, best practices, and technical development paths for the voice/contact center team.

• Cultivate a culture of continuous learning, collaboration, innovation, and excellence in delivery.

• Act as a strategic advisor and program architect for customers involved in contact center modernization efforts.

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

• Guide clients through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect.

• Offer expertise in areas such as IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.

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

• Oversee the successful delivery of Amazon Connect projects from strategy through to deployment.

• Ensure solution quality, scalability, security, and compliance with implementation best practices.

• Assist in architecture reviews and provide guidance on complex contact center solutions.

• Work alongside cross-functional teams including AWS, engineering, project management, and customer success.

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

• Support business development initiatives through customer presentations, workshops, and solution discussions.

• Help position the organization as a trusted leader in contact center transformation and Amazon Connect services.

⛳️ Requirements

• Over 10 years of hands-on experience with enterprise contact center platforms, including:

• Twilio, Genesys, Cisco, Avaya.

• Familiarity with Amazon Connect and the principles and best practices of the AWS ecosystem.

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

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

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

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

• Outstanding communication, presentation, and stakeholder management skills.

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

🏝️ Benefits

• Remote & In-Person: Whether you work from our headquarters in Massachusetts, one of our regional hubs, or you are among the majority of our NeuraFlash, Part of Accenture Family who work remotely, we prioritize keeping everyone connected and unified as one team.

• Travel: Get ready to travel! For certain roles, travel is an exciting aspect of the job, with an expected travel commitment of up to 25%. If you have a passion for adventure and don’t mind a bit of jet-setting, this opportunity could be your chance to explore new places while positively impacting clients.

• Flexibility: Need to take the dog to the vet, pick up the kids from school, or fetch the in-laws from the airport? We understand that a perfect 9-5 isn’t feasible. If you need to step out for any of these reasons, no problem! We foster a culture of trust and understanding, valuing the quality of work over the hours spent on it.

• Collaboration: Your voice matters here! Working with a team of smart individuals like we do, it’s essential to consider suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team hosts town halls and company meetings to address any suggestions or questions, regardless of size.

• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it’s an arm wrestling contest, costume party, or wearing ugly holiday sweaters, our teams enjoy having fun. While we work hard, we also remember to slow down and celebrate both the big and small achievements together.