Description

You will lead the end-to-end delivery of contact center development projects, ensuring customer requirements are met and alignment is maintained across leadership, development teams, and clients.

This role is hybrid.

Responsibilities

• Own end-to-end delivery accountability for contact center projects, ensuring timely and accurate fulfillment of customer needs.
• Act as the primary bridge between leadership, development teams, and customers to maintain strategic alignment.
• Collaborate with stakeholders to gather requirements and propose technical strategies for solution delivery.
• Organize and conduct service delivery meetings to track progress and resolve blockers.
• Manage service delivery performance metrics and drive future demand planning.

Required Skills

• 15+ years of professional experience in telecom, insurance, banking, or fintech domains.
• 6+ years of techno-managerial experience managing contact center development projects.
• Hands-on experience with Amazon Connect, including Contact Flows, Queues, and Routing Profiles.
• Technical proficiency with Amazon Lex, Lambda, DynamoDB, AWS CloudWatch, and AWS CloudTrail.
• Ability to configure and troubleshoot Amazon Connect Contact Flows and CCP issues.
• Practical understanding of Amazon IAM concepts and security principles.
• Experience working within Agile software development processes.
• Strong conflict resolution and problem-solving abilities.
• Fluent written and verbal English communication skills.

Preferred Skills

• French language proficiency.
• Experience with non-AWS contact center platforms.

Key Skills

Education

Any Graduate