Amazon Connect Transformation Leader

NeuraFlash, LLC; Northern (KY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

NeuraFlash, Part of Accenture, is recruiting a Contact Center Transformation Leader to drive Amazon Connect-based modernization for US-based clients. The role oversees architects, developers, and consultants, mentoring teams and guiding large-scale migrations with executive collaboration.

You will shape delivery standards, partner with AWS and CRM teams, and ensure scalable, secure contact center solutions that elevate customer experiences across industries.

Qualifications

• 10+ years of hands-on experience with enterprise contact center platforms.
• Familiarity with Amazon Connect and the AWS ecosystem principles and best practices.
• Proven experience leading contact center transformation or modernization initiatives.
• Strong understanding of contact center operations, voice technologies, IVR design, routing strategies, and customer experience best practices.
• Experience mentoring, coaching, or leading technical teams.
• Ability to translate business requirements into scalable contact center solutions.
• Excellent communication, presentation, and stakeholder management skills.
• Experience working in consulting, professional services, or customer-facing delivery environments.

Responsibilities

• Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
• Recruit, interview, and onboard experienced contact center professionals with experience building and migrating IVR/IVA applications on multiple platforms.
• Develop training programs, mentorship plans, and enablement strategies for team members.
• Establish delivery standards, best practices, and technical development paths for the voice/contact center team.
• Foster a culture of continuous learning, collaboration, innovation, and delivery excellence.
• Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives.
• Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps.
• Guide customers through migrations from legacy platforms to Amazon Connect.
• Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations.
• Partner with executive stakeholders to align business objectives with technology solutions.
• Oversee successful delivery of Amazon Connect projects from strategy through deployment.
• Ensure solution quality, scalability, security, and adherence to implementation best practices.
• Support architecture reviews and provide guidance on complex contact center solutions.
• Collaborate with cross-functional teams including AWS, engineering, project management, and customer success.

Skills

Amazon Connect

AWS ecosystem

Mentoring teams

Stakeholder management

Communication

Solution architecture

Tools

Twilio

Genesys

Cisco

Job description

NeuraFlash, Part of Accenture, is recruiting a Contact Center Transformation Leader to drive Amazon Connect-based modernization for US-based clients. The role oversees architects, developers, and consultants, mentoring teams and guiding large-scale migrations with executive collaboration.

You will shape delivery standards, partner with AWS and CRM teams, and ensure scalable, secure contact center solutions that elevate customer experiences across industries.