Contact Center Transformation Leader, Amazon Connect

Job description

### Why NeuraFlash, Part of Accenture: At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space. Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you. ## **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. ### What’s it like to be a part of NeuraFlash, Part of Accenture? - Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team. - Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. - Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done - Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small. - Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.