04. Contact Center Solutions Lead (Amazon Connect) | Fully Remote | USD Payments
Voxidea-Stafi • Peru • Argentina
Posted: April 13, 2026
Job Description
Description
We are looking for a Contact Center Systems Lead to help us build and scale our cloud-based contact center infrastructure.
In this role, you will lead the implementation and setup of our contact center platform, working closely with internal teams to design a solution that supports our operations and enhances customer experience.
While we use Amazon Connect, you don’t need prior experience with it specifically—if you’ve worked with other cloud contact center platforms and are open to learning, we encourage you to apply.
This is a high-impact role where you’ll take ownership of a critical system and help shape how we support our customers.
If you’ve worked with contact center platforms and enjoy building systems that improve customer experience, we’d love to hear from you—even if you haven’t worked with Amazon Connect specifically.
.
What you will be doing
Implementation & System Ownership
- Lead the setup and implementation of a cloud-based contact center platform
- Define system structure, workflows, and deployment approach
- Partner with operations and leadership teams to understand business needs
- Act as the main point of contact for contact center technology initiatives
Platform Configuration & Design
- Configure users, queues, routing logic, and call flows
- Design and optimize customer journeys and IVR flows
- Set up call routing, schedules, and operational workflows
- Establish scalable and organized system structures
Integrations & Collaboration
- Support integrations with CRM systems and other internal tools
- Work with technical teams or vendors to ensure smooth system connectivity
- Help bridge technical solutions with business requirements
Optimization & Continuous Improvement
- Monitor system performance and identify improvement opportunities
- Refine workflows and routing strategies to improve efficiency
- Support reporting and insights for operational teams
Documentation & Enablement
Document system setup and processes
Train internal teams on platform usage and best practices
Help establish processes for long-term maintenance and scalability
Must-have
- Experience with cloud-based contact center platforms (e.g., Genesys, Five9, NICE, Talkdesk, Amazon Connect, or similar)
- Experience implementing, configuring, or managing contact center systems
- Ability to translate business needs into technical solutions
- Strong communication and stakeholder management skills
- Comfortable working in a remote, cross-functional environment
Nice-to-have
- Experience with Amazon Connect
- Familiarity with AWS or other cloud platforms
- Experience with CRM integrations (Salesforce, Zendesk, etc.)
- Basic knowledge of APIs or automation
- Background in customer experience or contact center operations
Additional Content
Description
We are looking for a Contact Center Systems Lead to help us build and scale our cloud-based contact center infrastructure.
In this role, you will lead the implementation and setup of our contact center platform, working closely with internal teams to design a solution that supports our operations and enhances customer experience.
While we use Amazon Connect, you don’t need prior experience with it specifically—if you’ve worked with other cloud contact center platforms and are open to learning, we encourage you to apply.
This is a high-impact role where you’ll take ownership of a critical system and help shape how we support our customers.
If you’ve worked with contact center platforms and enjoy building systems that improve customer experience, we’d love to hear from you—even if you haven’t worked with Amazon Connect specifically.
.
What you will be doing
Implementation & System Ownership
- Lead the setup and implementation of a cloud-based contact center platform
- Define system structure, workflows, and deployment approach
- Partner with operations and leadership teams to understand business needs
- Act as the main point of contact for contact center technology initiatives
Platform Configuration & Design
- Configure users, queues, routing logic, and call flows
- Design and optimize customer journeys and IVR flows
- Set up call routing, schedules, and operational workflows
- Establish scalable and organized system structures
Integrations & Collaboration
- Support integrations with CRM systems and other internal tools
- Work with technical teams or vendors to ensure smooth system connectivity
- Help bridge technical solutions with business requirements
Optimization & Continuous Improvement
- Monitor system performance and identify improvement opportunities
- Refine workflows and routing strategies to improve efficiency
- Support reporting and insights for operational teams
Documentation & Enablement
Document system setup and processes
Train internal teams on platform usage and best practices
Help establish processes for long-term maintenance and scalability
Must-have
- Experience with cloud-based contact center platforms (e.g., Genesys, Five9, NICE, Talkdesk, Amazon Connect, or similar)
- Experience implementing, configuring, or managing contact center systems
- Ability to translate business needs into technical solutions
- Strong communication and stakeholder management skills
- Comfortable working in a remote, cross-functional environment
Nice-to-have
- Experience with Amazon Connect
- Familiarity with AWS or other cloud platforms
- Experience with CRM integrations (Salesforce, Zendesk, etc.)
- Basic knowledge of APIs or automation
- Background in customer experience or contact center operations