AWS Connect Associate Director

Protiviti•New York City, NY

3d•Hybrid

About The Position

Protiviti is looking for an AWS Connect Associate Director to join our growing Infrastructure, Cloud, and Security Engineering team. This leadership role will help clients transform customer experience operations through enterprise-scale Amazon Connect implementations, cloud contact center modernization, conversational AI, and intelligent automation initiatives. As an Associate Director, you will lead complex engagements, strengthen executive client relationships, develop innovative cloud-based customer experience solutions, and help clients modernize legacy contact center environments. You will serve as both a strategic advisor and technical leader, guiding organizations through large-scale contact center transformation programs while driving business development and practice growth.

Requirements

Deep expertise across Amazon Connect capabilities including: Contact Flows, Intelligent Routing, Agent Workspace, Contact Lens, Customer Profiles, Cases, Amazon Lex, Integration, Outbound Campaigns, Forecasting and Scheduling, Contact Center Analytics
Strong Java development experience utilizing: Spring Boot, AWS SDK for Java, AWS Lambda, API and integration development
Strong Python development experience utilizing: Boto3, AWS SDK for Python, Automation scripting, Data processing solutions, AWS Lambda development
Advanced Terraform expertise including: Module development, State management, Workspace strategies, CI/CD integration, Infrastructure governance
Strong experience with AWS technologies including: AWS Lambda, Amazon Lex, Amazon Polly, Amazon Kinesis, Amazon DynamoDB, Amazon S3, Amazon EventBridge, AWS Step Functions, Amazon CloudWatch, AWS IAM, AWS KMS, AWS Secrets Manager, Amazon SageMaker, Amazon Transcribe, Amazon Comprehend, Amazon Translate
Strong understanding of contact center telephony concepts including SIP, PSTN, DID management, carrier integration, number porting, and DTMF handling
Proven experience leading enterprise contact center migration programs
Experience building and managing CI/CD pipelines supporting Amazon Connect and cloud platforms
Familiarity with regulatory and compliance frameworks including PCI-DSS, SOC 2, GDPR, CCPA, and financial services requirements
Experience operating within highly regulated enterprise environments with governance, security review, and formal change management processes
Strong executive communication, stakeholder management, consulting, and relationship-building skills
Bachelor’s degree in a relevant discipline (e.g., MIS, IS, Comp Sci., etc.)
9+ years working in professional services or industry

Nice To Haves

Experience leading Amazon Connect transformations within banking, insurance, capital markets, or other regulated financial services organizations
Experience designing conversational AI solutions using Amazon Lex
Experience with intent modeling, utterance development, slot management, and multi-turn conversational experiences
Experience building real-time analytics platforms using Kinesis Data Streams and Kinesis Data Firehose
Knowledge of Amazon Connect APIs for automation, contact flow lifecycle management, and operational reporting
Experience implementing Amazon Connect Global Resiliency and multi-region failover architectures
Experience integrating workforce management, quality management, speech analytics, CRM, and customer engagement platforms
Knowledge of workforce management, quality assurance, workforce optimization, and contact center performance management processes
Experience utilizing AWS CDK and CloudFormation alongside Terraform
Experience building event-driven architectures using Java and Python
Contributions to open-source projects related to Amazon Connect, AWS, customer experience platforms, or developer tooling
AWS Certified Solutions Architect Professional, AWS Certified DevOps Engineer Professional, AWS Specialty Certifications

Responsibilities

Lead complex engagements
Strengthen executive client relationships
Develop innovative cloud-based customer experience solutions
Help clients modernize legacy contact center environments
Serve as both a strategic advisor and technical leader
Guide organizations through large-scale contact center transformation programs
Drive business development and practice growth
Combine business strategy, cloud architecture, and hands-on technical leadership
Build trusted relationships with C-level executives
Provide exceptional experiences that translate to additional project work
Manage a diverse portfolio of clients across multiple industries
Discover prospective project work with current and potential clients through networking, knowledge-building, and client interactions
Identify opportunities to integrate product solutions and resources to improve client service capabilities
Translate client challenges into new project proposals and sales
Contribute to thought leadership
Encourage knowledge-sharing and collaboration across teams
Create development opportunities for others, including participating in the creation and rollout of training, and ways for your team to improve our clients and communities
Promote a positive team culture that fosters open communication among all engagement team members

Benefits

Medical, dental, and vision coverages
FSA and HSA healthcare accounts
Life and accident insurance
Adoption and fertility assistance
Paid parental leave up to 10 weeks
Short/long term disability
Company 401(k) savings and investment plan with an employer match of 50% on the first 6% of your contributions
Choice Time Off (CTO) for vacation, personal needs, and sick time
Up to 20 days of CTO per calendar year for new hires
Up to 11 paid holidays each calendar year
Annual bonus plan