Contact Center Transformation Leader, Amazon Connect

NeuraFlash, Part of Accenture•Remote - Canada (Alberta, British Columbia, Ontario Only), ON

1d•Hybrid

About The Position

NeuraFlash, Part of Accenture, is redefining the future of business through AI and technologies like Agentforce. As a leader in AI, Amazon, and Salesforce innovation, they create intelligent solutions integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, and Agentforce to revolutionize workflows, elevate customer experiences, and deliver results. They are pioneers in generative AI and AI agents, being Salesforce's #1 partner for Agentforce. This role offers the opportunity to collaborate with experts, push boundaries, and leverage technologies like Agentforce to create impactful customer outcomes, driving innovation at scale through advanced AI-powered bots, streamlined business operations, and solutions using generative AI.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.