Senior Amazon Connect GTM & Solutions Lead

Capgemini

United Kingdom

Remote

GBP 90,000 - 150,000

Full time

14 days+

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Job summary

Capgemini is seeking an experienced Amazon Connect GTM & Solutions Lead to drive strategy, design, and market growth for our Contact Center transformation offerings. This role focuses on delivering innovative CCaaS solutions across large, multi-client environments and guiding transformation initiatives with a customer-centric, data-driven approach.

You will lead pre‑sales solutioning, GTM strategy, and cross‑functional delivery, mentoring teams to achieve high‑quality outcomes and measurable

Qualifications

5–10 years of consulting or relevant experience delivering Contact Center technology solutions with a strong focus on Amazon Connect.
7–10 years of hands-on experience in BPO or multi-client Contact Center operations using Amazon Connect or other cloud CCaaS platforms such as Genesys Cloud.
Proven experience in Contact Center solution architecture, technical design, and operational transformation.
Strong understanding of Contact Center operations including WFM, KM, QA, CRM, IVR, ACD, analytics, contract & vendor management.
Demonstrated ability to lead teams, execute transformation roadmaps, and deliver measurable business outcomes.

Responsibilities

Build, design, and implement Amazon Connect CCaaS solutions for large, multi‑client environments.
Develop comprehensive Contact Center solutions including telephony, CRM, KM, IVR, ACD, WFM, QA, training, performance management, and workforce models.
Transform proposed solutions into executable delivery plans across operations, technology, and workforce domains.
Lead the development of end‑to‑end operational strategies aimed at enhancing customer and client experience.
Serve as the strategic lead for Amazon Connect‑based pursuits during the pre sales and solutioning phases.
Assess client challenges and provide data‑driven, outcome‑oriented recommendations.
Participate in shaping GTM strategies, service offerings, and transformation assets.
Manage consultants and transformation teams involved in Contact Center design and implementation.
Contribute to operating model design, service standards, staffing pyramids, and team readiness.
Guide and mentor teams to ensure high‑quality delivery and operational excellence.
Conduct commercial modeling, effort estimation, solution sizing, and dependencies/assumption mapping.
Provide expert knowledge of Contact Center ecosystems including Amazon Connect, Genesys Cloud, and associated applications.
Apply process improvement methodologies to optimize delivery and performance.
Drive client CX transformation initiatives by identifying opportunities to streamline processes and enhance engagement.
Champion innovation and best practices within Contact Center operations and technology infrastructure.