Contact Center Transformation Leader, Amazon Connect
neuraflash • Remote - Canada (Alberta, British Columbia, Ontario Only) • Remote - United States
No Relocation
Posted: June 22, 2026
Job Description
Key Responsibilities
Practice Leadership & Team Development
- Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
- Recruit, interview, and onboard experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms.
- Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect.
- Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
- Foster a culture of continuous learning, collaboration, innovation, and delivery excellence.
Customer Transformation Leadership
- Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives.
- Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
- Guide customers through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect.
- Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.
- Partner with executive stakeholders to align business objectives with technology solutions.
Solution Delivery
- Oversee successful delivery of Amazon Connect projects from strategy through deployment.
- Ensure solution quality, scalability, security, and adherence to implementation best practices.
- Support architecture reviews and provide guidance on complex contact center solutions.
- Collaborate with cross-functional teams including AWS, engineering, project management, and customer success.
Practice Growth
- Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.
- Support business development efforts through customer presentations, workshops, and solution discussions.
- Help establish the organization as a trusted leader in contact center transformation and Amazon Connect services.
Required Qualifications
- 10+ years of hands-on experience with Enterprise contact center platforms, including:
- Twilio, Genesys, Cisco, Avaya
- Familiarity with Amazon Connect and the AWS ecosystem principles and best practices
- Proven experience 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 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.
Preferred Qualifications
- Experience with Amazon Connect implementations or migrations.
- Experience transitioning teams from legacy contact center platforms to cloud-native solutions.
- AWS certifications and/or Amazon Connect certifications.
- Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.
- Experience building or scaling consulting practices and delivery teams.
Additional Content
Key Responsibilities
Practice Leadership & Team Development
- Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
- Recruit, interview, and onboard experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms.
- Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect.
- Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
- Foster a culture of continuous learning, collaboration, innovation, and delivery excellence.
Customer Transformation Leadership
- Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives.
- Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
- Guide customers through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect.
- Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.
- Partner with executive stakeholders to align business objectives with technology solutions.
Solution Delivery
- Oversee successful delivery of Amazon Connect projects from strategy through deployment.
- Ensure solution quality, scalability, security, and adherence to implementation best practices.
- Support architecture reviews and provide guidance on complex contact center solutions.
- Collaborate with cross-functional teams including AWS, engineering, project management, and customer success.
Practice Growth
- Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.
- Support business development efforts through customer presentations, workshops, and solution discussions.
- Help establish the organization as a trusted leader in contact center transformation and Amazon Connect services.
Required Qualifications
- 10+ years of hands-on experience with Enterprise contact center platforms, including:
- Twilio, Genesys, Cisco, Avaya
- Familiarity with Amazon Connect and the AWS ecosystem principles and best practices
- Proven experience 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 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.
Preferred Qualifications
- Experience with Amazon Connect implementations or migrations.
- Experience transitioning teams from legacy contact center platforms to cloud-native solutions.
- AWS certifications and/or Amazon Connect certifications.
- Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.
- Experience building or scaling consulting practices and delivery teams.