Contact Center Transformation Leader, Amazon Connect

📋 Description

• Lead and transform contact center modernization initiatives using Amazon Connect.
• Oversee delivery of Amazon Connect projects from strategy through deployment.
• Build and develop a team of architects, developers, and consultants across platforms (Twilio
• Partner with executives to align business objectives with tech solutions.
• Drive best practices, delivery standards, and scalable contact center solutions.
• Collaborate with AWS, engineering, PM, and customer success teams.

🎯 Requirements

• 10+ years with enterprise contact center platforms (Twilio, Genesys, Cisco, Avaya).
• Familiarity with Amazon Connect and AWS ecosystem.
• Proven leadership in contact center transformation or modernization.
• Strong knowledge of IVR design, routing, agent experience, and workforce optimization.
• Experience mentoring and leading technical teams; strong communication and stakeholder management.
• Experience in consulting, professional services, or customer-facing delivery.

🎁 Benefits

• Remote/work-from-anywhere options; occasional travel up to 25% may be required.
• Collaborative, flexible culture with executive town halls and open feedback.
• Growth-focused, with opportunities to shape offerings and accelerators.