Amazon Connect Manager

Responsibilities:
Lead a team responsible for designing, developing, and implementing contact centre transformations on platforms led solutions across Cloud Contact Centre transformation.
Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities/projects.
Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required.
People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing and upskilling the existing team.
Project Delivery: Lead a team of contact centre transformation consultants and engage with the client and implementation team, for conducting design sessions, requirement gathering and grooming, giving regular working demos to all stakeholders, solution design and implementation activities.
Provide best practices guidance and implement an approach based on industry or process benchmarks.
Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
Lead practice-specific initiatives, including creating points of view, creating reusable assets in the contact centre space, performing analysis on industry research and market trends, and bringing in innovative solutions.
Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project.
Requirements:
Good understanding of the contact centre technology landscape.
An understanding of the AWS Cloud platform and services with Solution Architect skills.
Deep expertise on Amazon Connect product features and contact centre-related AWS services like Lex, Pinpoint, Transcribe, Comprehend, etc.
Deep functional and technical understanding of APIs and related integration experience.
Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms.
Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
Ability to help the team to implement the solution, sell, and deliver cloud contact centre solutions to clients.
Excellent communication skills.
Strong program management/people management skills.
Bachelor's degree in a related field or equivalent experience, and a Post-Graduation in Business Management would be an added value.
Minimum 8 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact centre platforms).
Hands-on experience working on the design, development and deployment of contact centre solutions at scale.
Hands-on development experience with cognitive services such as Amazon Connect, Amazon Lex, Lambda, Pinpoint, Comprehend, and Transcribe.
Experience in taking a lead role in building contact centre applications that have been successfully delivered to customers.

Experience
10-14 yrs