Remote Amazon Connect Transformation Leader

NeuraFlash; United States; Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Remote & In‑Person work environment

Travel opportunities (up to 25%)

Job summary

NeuraFlash, Part of Accenture, is seeking an experienced Customer Transformation Architect to lead Amazon Connect initiatives and modernize contact centers for enterprise clients.

You will guide discovery, design, and migration from legacy systems, collaborate with AWS, Salesforce, and CX teams, and mentor a growing delivery practice to ensure scalable, secure implementations that deliver measurable business value.

Qualifications

• 10+ years of hands-on experience with Enterprise contact center platforms including Twilio, Genesys, Cisco, Avaya.
• 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.
• Recruit, interview, and onboard experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms.
• Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect.
• 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 such as Genesys and Cisco 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.
• Contribute to service offerings, implementation methodologies, accelerators, and reusable assets.
• Support business development efforts through customer presentations, workshops, and solution discussions.
• Help establish the organization as a trusted leader in contact center transformation and Amazon Connect services.

Tools

Twilio

Genesys

Cisco

Avaya

Amazon Connect

AWS

Job description

NeuraFlash, Part of Accenture, is seeking an experienced Customer Transformation Architect to lead Amazon Connect initiatives and modernize contact centers for enterprise clients.

You will guide discovery, design, and migration from legacy systems, collaborate with AWS, Salesforce, and CX teams, and mentor a growing delivery practice to ensure scalable, secure implementations that deliver measurable business value.