Director of Contact Center Transformation & Business Solutions (AI)

Location: Canada; 100% remote work

Base salary: $212,000–$256,000 per year, plus potential bonuses, commissions, equity, and other incentives.

Company

hirify.global is an AI-first cloud services company and AWS Premier Tier Services Partner delivering cloud modernization, generative and agentic AI, application development, data, DevOps, security, managed services, and customer experience transformation.

What you will do

• Lead functional requirements workshops and define target-state Amazon Connect migration approaches across IVR, chat, workforce management, and quality operations.
• Author BRDs, functional specifications, contact flow designs, and configuration standards for engineering and QA delivery.
• Own functional delivery for multi-market, multi-wave CCaaS migrations, including cutover planning, rollback criteria, UAT, defect triage, and go-live readiness.
• Advise customers on Amazon Q in Connect, Amazon Bedrock, generative AI, self-service, and agent-assist capabilities.
• Track program KPIs, coordinate workstreams, manage risks, and present roadmaps and status to executives.
• Lead and mentor Business Systems Analysts and develop reusable requirements frameworks, templates, and delivery playbooks.

Requirements

• 10+ years of business or functional consulting experience, including enterprise Amazon Connect or comparable CCaaS transformations involving Avaya, Genesys, or NICE.
• Experience leading requirements workshops, writing BRDs and functional specifications, and translating business needs into contact flow and configuration designs.
• Experience managing multi-market migration programs, UAT facilitation, defect triage, cutover coordination, governance, and risk management.
• Working knowledge of Amazon Connect, Contact Lens, Amazon Lex, Amazon Connect Cases, and related contact center capabilities.
• Experience leading and mentoring business analysts or functional consultants, with strong executive presence and C-suite advisory skills.
• MBA or equivalent advanced degree.

Nice to have

• Experience in healthcare payers or Medicaid, banking, utilities, or other regulated enterprise environments.
• Experience with chatbot and self-service transformation strategy.
• Consulting or professional services delivery experience, AWS certifications, or Amazon Connect credentials.
• Experience building reusable delivery frameworks, templates, or governance models.

Culture & Benefits

• 100% remote work from Canada within a global workforce.
• Premium employee and dependent coverage, pension matching, long-term disability coverage, and paid leave.
• Unlimited vacation, sick leave, paid holidays, and parental leave.
• Professional development plans, annual learning and development stipend, and payment for exams and certifications.
• Phantom equity, peer bonus awards, equipment and office stipend, and a company-provided laptop and tools.
• Inclusive culture focused on belonging, fairness, transparency, and collaboration.

Hiring process

• Applications may be screened and evaluated with AI-assisted tools in accordance with applicable laws.
• Final hiring decisions are made by trained recruitment professionals.