Contact Center Transformation Consulting Manager - Amazon Connect | Manila

About the Job:

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Manager / Career Level 7 / 10 – 15 years of experience

• Lead the end-to-end design, development and implementation of cloud contact center solutions, built on Amazon Connect and complementary AWS services.
• Engage with client senior business and IT stakeholders to lead solution workshops, define business cases for journey to cloud, execute vendor assessments, and articulate transformation roadmaps.
• Architect scalable, resilient, secure contact center environments integrating Amazon
• Connect with CRM, ITSM, workforce management, bot/AI platforms and other enterprise systems.
• Manage project delivery: lead teams in requirement-gathering, design/grooming sessions, working demos, stakeholder engagements, and ensure successful go-live and value realization.
• Drive innovation: develop reusable assets, proofs-of-concept, demos showcasing Amazon
• Connect capabilities including omnichannel, analytics, bots, AI, and AWS integrations.
• Support pre-sales: collaborate with AWS solution/offering leads to respond to RFIs/RFPs, build proposals, present to clients and estimate effort.
• Practice & people development: hire and nurture talent, upskill existing team members, build a high-performance culture and grow the contact center transformation practice.

Bring your best skills forward to excel at the role:

• Ability to take new challenges and to be a passionate learner
• Proven expertise in Amazon Connect, AWS cloud services and CCaaS architectures.
• Strong techno-functional background in contact center technologies (IVR, ACD, routing, omnichannel) and hands-on understanding of integration frameworks (Salesforce,
• ServiceNow, bot platforms, APIs). Demonstrated experience in large-scale business/operational transformation engagements, ideally within contact center or customer-experience domains.
• Excellent program management and people leadership skills—able to lead teams, manage stakeholders, communicate effectively with both business and technical audiences.
• Strong analytical, problem-solving and influencing skills; ability to translate client challenges into differentiated cloud-enabled solutions.
• Passion for continuous learning and innovation, especially around customer experience, cloud technologies and AI/automation.
• Willingness to work in a global, virtual environment (time-zone flexibility may apply).

Whats in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. 
• Open for cross-country relocation

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