Director, Amazon Connect

Willowtree, LLC

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Salary

💰 CA$132,000 - CA$165,000 per year

Job Level

Lead

Tech Stack

AWS

About the role

  • 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

Requirements

  • 10+ years of experience in contact center technology, with 5+ years focused on Amazon Connect platform implementations
  • 5+ years in practice leadership, business unit management, or P&L ownership within professional services or consulting
  • Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation
  • Deep technical knowledge of Amazon Connect, including architecture, integrations, and advanced capabilities
  • Strong expertise across key AWS services used in Amazon Connect solutions including Lambda, Lex, Bedrock, Kendra, Contact Lens, and EventBridge.
  • Deep contact center operations expertise, including routing strategies, WFM, Quality, BPO operations, telephony fundamentals, AI/automation, and omnichannel.
  • Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement
  • Demonstrated experience creating reusable IP, accelerators, reference architectures, solution blueprints, and delivery frameworks to scale professional services practice.
Benefits
  • Healthcare benefits - Medical, Vision, Dental
  • Retirement Savings Matching
  • Competitive PTO Policy
  • Employee Assistance Program (EAP)
  • Life & Disability Insurance
  • And more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Amazon ConnectCCaaS transformationsolution architecturecontact center technologyAWS LambdaAWS LexAWS BedrockAWS KendraAWS Contact LensAWS EventBridge
Soft skills
leadershipclient satisfactionstrategic partnershipinnovationmentorshipcollaborationcommunicationrelationship buildingproject delivery excellenceteam development