Director

• Own P&L responsibility for the Amazon Connect CCaaS practice, including revenue growth, margin optimization, and resource utilization
• Develop and execute a practice strategy aligned with company objectives and market opportunities
• Build scalable delivery frameworks, methodologies, and accelerators for Amazon Connect implementations
• Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content
• Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Amazon Connect capabilities
• Establish and maintain a strategic partnership with AWS, achieving premier partner status and co-selling opportunities
• Lead complex, strategic Amazon Connect engagements with enterprise clients, serving as a trusted advisor to C-suite executives
• Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
• Drive end-to-end CCaaS transformation initiatives, including strategy, design, implementation, and optimization
• Develop deep expertise in Amazon Connect and emerging capabilities, including AI, workforce engagement, and omnichannel orchestration
• Lead proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
• Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success
• Establish practice as a recognized thought leader in Amazon Connect and CCaaS transformation through speaking engagements, publications, and industry participation
• Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
• Develop points of view on CCaaS market evolution, competitive positioning, and solution innovation
• Represent the firm in the Amazon Connect partner ecosystem, industry forums, and client advisory boards
• Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes
• Recruit, develop, and retain top-tier talent with Amazon Connect platform expertise and CCaaS domain knowledge
• Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
• Provide mentorship and career development for practice team members at all levels
• Foster a culture of innovation, collaboration, and client excellence within the practice
• Establish clear career paths and competency frameworks for CCaaS consultants and architects
• Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

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