Amazon Contact Center

Key Responsibilities

Practice Leadership

• Build and scale Brainridge’s Contact Center & CCaaS capability
• Develop market offerings, frameworks, and go-to-market strategy
• Establish strategic partnerships within the ecosystem

Client Advisory & Strategy

• Advise CIO, COO, and Customer Experience leaders on contact center modernization
• Lead assessments, target-state architecture design, and transformation roadmaps
• Develop business cases for CCaaS migration and AI-enabled CX

Technology & Delivery Oversight

• Lead enterprise implementations of:
• Amazon Connect
• Genesys Cloud
• Oversee architecture, migration, integration, and adoption
• Manage cross-functional delivery teams and governance

Growth & Commercial Leadership

• Originate and close modernization engagements
• Lead executive-level proposals and client presentations
• Own revenue targets within the practice

Qualifications

- At least three years of hands-on Amazon Connect experience

- Three years working in CI/CD DevOps environments

- A minimum of five years in the contact centre domain

- Proven ability to collaborate with both business and technology stakeholders, particularly in addressing Amazon Connect product inquiries

- Experience with proof-of-concept and prototyping initiatives alongside business and technology teams