Contact Center Transformation Consulting Senior Manager - Amazon Connect

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.

Senior Manager / Career Level 6 / 14 – 20 years of experience

• Drive business development for the cloud contact centre transformation practice: lead proposals, solutioning, RFIs/RFPs and client pursuits across market units.
• Build and execute go-to-market strategy: collaborate with market unit leads and industry practice heads to identify demand, map skill/scale requirements and align offerings to AWS partnership initiatives.
• Lead major transformation programs: oversee teams delivering Amazon Connect-based architectures, omnichannel contact centre implementations, and global migrations from legacy systems.
• Define transformation methodologies, operating models and best practice frameworks: develop strategy, target operating models, value realisation plans, and reusable assets.
• Serve as thought-leader: create points-of-view, white-papers, industry research, and internal/external assets that reinforce the company's leadership in cloud contact centre solutions.
• Lead people development: mentor and build a global team of transformation practitioners, foster capability building and drive a culture of innovation and excellence.

Bring your best skills forward to excel at the role:

• Extensive experience delivering large-scale business and technology transformation programs in customer-experience or contact centre domains—ideally across multiple industries.
• Proven expertise in Amazon Connect, AWS cloud services and CCaaS architectures. Strong experience engaging with C-level executives, articulating business value, and managing stakeholder relationships at senior levels.
• Solid capability in solutioning, estimating and presenting large proposals; comfortable in pre-sales and executive-level discussions.
• Excellent communication and presentation skills, including ability to influence, negotiate and resolve complex issues.
• Strong delivery governance skills: program controls, financial oversight, risk management, conflict resolution.
• Ability to lead and operate effectively in remote, virtual and global teams. Flexibility to travel as required for client engagements.

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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