Contact Center Transformation Leader

NeuraFlash

Lead a team to transform contact center operations at NeuraFlash, focusing on Amazon Connect implementations. Oversee customer transformations while ensuring quality and best practices in service delivery.

Posted 6/22/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

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Hard Skills & Tools

Amazon ConnectIVR designrouting strategiescontact center operationscontact center transformationcontact center modernizationAWS ecosystemTwilioGenesysCisco

Soft Skills

leadershipmentoringcoachingcommunicationpresentationstakeholder managementcollaborationinnovationdelivery excellencestrategic advising