This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Contact Center Transformation Leader, Amazon Connect based in Canada. This is a senior leadership role focused on driving large-scale contact center modernization programs powered by Amazon Connect and AWS cloud technologies. You will guide enterprise customers through end-to-end transformation journeys, replacing legacy platforms with scalable, cloud-native contact center solutions that enhance customer experience and operational efficiency. The role blends strategic advisory, solution architecture, and delivery leadership, requiring close collaboration with executive stakeholders to align business outcomes with technology design. You will also lead internal teams of architects, consultants, and engineers, ensuring high-quality execution across multiple transformation programs. Beyond delivery, you will play a key role in shaping consulting methodologies, accelerators, and best practices that define how contact center solutions are delivered at scale. This is a high-impact position where your expertise directly influences enterprise customer experience transformation in the AWS ecosystem. \n

Accountabilities: Lead and grow high-performing teams of contact center architects, developers, and consultants specializing in Amazon Connect implementations and migrations. Design and execute enterprise contact center transformation strategies, including migration from legacy platforms such as Genesys, Cisco, Twilio, or Avaya to Amazon Connect. Facilitate discovery sessions, solution design workshops, and end-to-end transformation roadmaps with senior customer stakeholders and executives. Oversee full project delivery lifecycle, ensuring scalable, secure, and best-practice-aligned contact center solutions. Provide deep expertise in IVR design, routing strategies, agent experience, integrations, analytics, and workforce optimization. Collaborate with AWS teams, internal engineering, and delivery functions to ensure seamless execution and technical alignment. Contribute to practice growth by developing reusable assets, accelerators, methodologies, and service offerings. Support business development efforts through client presentations, solution shaping, and transformation advisory. Requirements: 10+ years of experience in enterprise contact center platforms such as Amazon Connect, Genesys, Cisco, Avaya, or Twilio. Proven experience leading large-scale contact center modernization or cloud transformation programs. Strong expertise in contact center architecture, including IVR design, routing, omnichannel engagement, and customer experience optimization. Demonstrated leadership experience managing technical teams, mentoring engineers, and guiding delivery organizations. Ability to translate complex business requirements into scalable, cloud-based contact center solutions. Strong communication and executive-level stakeholder management skills, with experience in consulting or professional services environments. Familiarity with AWS services and Amazon Connect best practices is highly preferred. Experience with CRM integrations, analytics, workforce management, and enterprise contact center operations. AWS or Amazon Connect certifications are considered a strong advantage. Benefits: Remote-first work environment across the United States with flexible working arrangements Opportunity to lead large-scale enterprise transformation programs in a cutting-edge AWS ecosystem Competitive compensation package with performance-based incentives Comprehensive health, dental, and retirement benefits depending on location Paid time off and flexible work culture supporting work-life balance Travel opportunities (up to approximately 25%) for client engagement and delivery activities Continuous learning, leadership development, and certification support (including AWS training) Access to modern collaboration tools and a highly innovative consulting environment Inclusive culture focused on innovation, collaboration, and professional growth

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