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 with a focus on Amazon Connect implementations and transformations.

• Recruit, interview, and onboard skilled contact center professionals.

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

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

• Act as a strategic advisor and program architect for clients modernizing their contact centers.

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

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

• Offer expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.

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

• Oversee Amazon Connect projects from strategy through to deployment.

• Ensure the quality, scalability, security, and compliance with implementation best practices of solutions.

• Support architecture reviews and guide the development of complex contact center solutions.

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

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

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

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

⛳️ Requirements

• 10+ years of hands-on experience with enterprise contact center platforms, including Twilio, Genesys, Cisco, and 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 understanding 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.

• Excellent skills in communication, presentation, and stakeholder management.

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

• Preferred: experience with Amazon Connect implementations or migrations.

• Preferred: experience in transitioning teams from legacy contact center platforms to cloud-native solutions.

• Preferred: AWS and/or Amazon Connect certifications.

• Preferred: knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.

• Preferred: experience in building or scaling consulting practices and delivery teams.

🏝️ Benefits

• Options for remote and in-person work.

• Flexible working arrangements.

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

• Company town halls and meetings.

• Team celebrations and events.