Director, Amazon Connect

10+ years of experience in contact center technology 5+ years focused on Amazon Connect platform implementations 5+ years in practice leadership, business unit management, or P&L ownership Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) Deep technical knowledge of Amazon Connect, including architecture, integrations, and advanced capabilities Strong expertise across key AWS services used in Amazon Connect solutions including Lambda, Lex, Bedrock, Kendra, Contact Lens, and EventBridge Deep contact center operations expertise, including routing strategies, WFM, Quality, BPO operations, telephony fundamentals, AI/automation, and omnichannel Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement Demonstrated experience creating reusable IP, accelerators, reference architectures, solution blueprints, and delivery frameworks Exceptional leadership, communication, and executive presence Strategic thinking Strong business acumen, including P&L management, financial modeling, and resource optimization Proven ability to build strategic partnerships Results-driven with a track record of achieving aggressive growth targets Change leadership and ability to drive organizational transformation Bachelor's degree required Amazon Connect certifications or obtained within 90 days Additional certifications in related technologies are highly valued Industry certifications (PMP, Lean Six Sigma) are a plus

Own P&L responsibility for the Amazon Connect CCaaS practice Develop and execute a practice strategy Build scalable delivery frameworks and accelerators for Amazon Connect implementations Partner with business development and marketing teams for go-to-market strategies Drive innovation through proprietary IP, tools, and solutions Establish and maintain a strategic partnership with AWS Lead complex Amazon Connect engagements with enterprise clients Drive end-to-end CCaaS transformation initiatives Develop deep expertise in Amazon Connect and emerging capabilities Lead proposal development and solution architecture Build and maintain executive relationships with key clients Establish practice as a recognized thought leader in Amazon Connect and CCaaS Identify emerging trends in contact center technology and customer experience Develop points of view on CCaaS market evolution Represent the firm in the Amazon Connect partner ecosystem Recruit, develop, and retain top-tier talent with Amazon Connect expertise Build comprehensive enablement programs Provide mentorship and career development for practice team members Foster a culture of innovation, collaboration, and client excellence Establish clear career paths and competency frameworks