Contact Center Transformation Leader (Amazon Connect)

TL;DR

Contact Center Transformation Leader (Amazon Connect): Leading the contact center practice and guiding customers through modernization initiatives with an accent on strategic solution design, practice growth, and team enablement. Focus on migrating complex IVR/IVA systems from legacy platforms like Genesys and Cisco to cloud-native AWS environments.

Location: Remote (United States)

Company

hirify.global, Part of Accenture, is a leader in AI, Amazon, and Salesforce innovation, specializing in intelligent contact center solutions and generative AI agents.

What you will do

• Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect.
• Serve as a strategic advisor and program architect for customers modernizing their contact centers.
• Guide the migration of legacy platforms (Genesys, Cisco, etc.) to Amazon Connect.
• Oversee the end-to-end delivery of projects from strategy through deployment, ensuring scalability and security.
• Develop training programs and enablement strategies to transition technical staff to AWS technologies.
• Collaborate with AWS and cross-functional teams to establish delivery standards and best practices.

Requirements

• 10+ years of hands-on experience with Enterprise contact center platforms (Twilio, Genesys, Cisco, Avaya).
• Familiarity with Amazon Connect and AWS ecosystem principles.
• Proven track record of leading contact center transformation or modernization initiatives.
• Experience mentoring, coaching, or leading technical teams.
• Background in consulting, professional services, or customer-facing delivery.
• Must be based in the United States.

Nice to have

• Direct experience with Amazon Connect implementations or migrations.
• AWS or Amazon Connect certifications.
• Knowledge of CRM integrations, workforce management, and omnichannel capabilities.
• Experience scaling consulting practices and delivery teams.

Culture & Benefits

• Remote-first culture with a focus on keeping the global team connected.
• High flexibility regarding working hours and work-life balance.
• Culture of trust and understanding, valuing output over hours worked.
• Collaborative environment with direct access to the executive team through town halls.
• Occasional travel (up to 25%) to engage with clients.