Contact Center Transformation Leader, Amazon Connect
New
N
NeuraFlash, Part of AccentureAI / Consulting
Remote - United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- AWSCisco
Requirements
- 10+ years of hands-on experience with Enterprise contact center platforms (Twilio, Genesys, Cisco, Avaya).
- Familiarity with Amazon Connect and AWS ecosystem principles.
- Proven experience leading contact center transformation or modernization initiatives.
- Strong understanding of contact center operations, voice technologies, IVR design, and routing strategies.
- Experience mentoring, coaching, or leading technical teams.
- Ability to translate business requirements into scalable contact center solutions.
- Excellent communication, presentation, and stakeholder management skills.
- Experience working in consulting, professional services, or customer-facing delivery environments.
- Ability to travel up to 25%.
Responsibilities
- Lead and grow a team of contact center architects, developers, and consultants.
- Recruit, interview, and onboard experienced contact center professionals.
- Develop training programs, mentorship plans, and enablement strategies.
- Serve as a strategic advisor and program architect for customer modernization initiatives.
- Guide customers through migrations from legacy platforms like Genesys and Cisco to Amazon Connect.
- Oversee successful delivery of Amazon Connect projects from strategy through deployment.
- Partner with executive stakeholders to align business objectives with technology solutions.
- Support business development through customer presentations and workshops.
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