I&P - GN - SONG - Service - Amazon Connect - Manager

Roles & Responsibilities

·       Lead a team responsible for designing, developing, and implementing platform-led cloud contact center transformations.

·       Lead and manage proposals in response to client requests and RFPs across market units to maintain a pipeline of opportunities and projects.

·       Work with market unit leads to identify and understand market demand in terms of required skills and scale.

·       Support practice and business growth through platform hiring, team development, nurturing, and upskilling.

·       Lead contact center transformation consultants and engage with client and implementation teams to conduct design sessions, gather and refine requirements, deliver working demonstrations, and support solution design and implementation.

·       Provide best-practice guidance and define implementation approaches using industry or process benchmarks.

·       Develop innovative, fact-based, and achievable strategies and operating models after evaluating multiple strategic options.

·       Lead practice initiatives including points of view, reusable contact center assets, industry research, market-trend analysis, and innovative solutions.