Contact Center Transformation Leader (Amazon Connect)

Location: Remote - Canada (Alberta, British Columbia, or Ontario only)

Company

hirify.global, part of Accenture, develops AI, AWS, and Salesforce solutions including Agentforce, Salesforce Einstein, Service Cloud Voice, and Amazon Connect.

What you will do

• Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations.
• Advise customers on contact center modernization through discovery sessions, assessments, solution workshops, and transformation roadmaps.
• Guide migrations from legacy platforms including Genesys and Cisco to Amazon Connect.
• Oversee project delivery from strategy through deployment, ensuring quality, scalability, security, and implementation best practices.
• Define delivery standards, training programs, mentorship plans, technical development paths, and reusable implementation assets.
• Support business development through customer presentations, workshops, solution discussions, and consulting practice growth.

Requirements

• Must be located in Alberta, British Columbia, or Ontario, Canada.
• 10+ years of hands-on experience with enterprise contact center platforms such as Twilio, Genesys, Cisco, or Avaya.
• Familiarity with Amazon Connect and AWS ecosystem principles and best practices.
• Experience leading contact center transformation or modernization initiatives and translating business requirements into scalable solutions.
• Strong knowledge of contact center operations, voice technologies, IVR design, routing strategies, and customer experience practices.
• Experience mentoring or leading technical teams in consulting, professional services, or customer-facing delivery environments.

Nice to have

• Experience implementing or migrating to Amazon Connect.
• AWS or Amazon Connect certifications.
• Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact centers.
• Experience scaling consulting practices and delivery teams.

Culture & Benefits

• Remote work is available, with an HQ in Massachusetts and regional hubs.
• Some roles include travel of up to 25%.
• Flexible scheduling focused on outcomes rather than fixed working hours.
• Collaborative environment with opportunities to provide feedback directly through town halls and company meetings.
• Team celebrations and social activities are part of the work environment.