TELUS Digital · 2 months ago
Director, Amazon Connect
United States
Full-time
Remote
Director/Executive
$150K/yr - $190K/yr
10+ years expTELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. They are seeking a dynamic Practice Leader to build, scale, and lead their CCaaS practice with deep expertise in the Amazon Connect platform, responsible for practice P&L, talent development, and strategic partnerships with AWS.
AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing
Responsibilities
Own P&L responsibility for the Amazon Connect CCaaS practice, including revenue growth, margin optimization, and resource utilization
Develop and execute a practice strategy aligned with company objectives and market opportunities
Build scalable delivery frameworks, methodologies, and accelerators for Amazon Connect implementations
Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content
Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Amazon Connect capabilities
Establish and maintain a strategic partnership with AWS, achieving premier partner status and co-selling opportunities
Lead complex, strategic Amazon Connect engagements with enterprise clients, serving as a trusted advisor to C-suite executives
Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
Drive end-to-end CCaaS transformation initiatives, including strategy, design, implementation, and optimization
Develop deep expertise in Amazon Connect and emerging capabilities, including AI, workforce engagement, and omnichannel orchestration
Lead proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success
Establish practice as a recognized thought leader in Amazon Connect and CCaaS transformation through speaking engagements, publications, and industry participation
Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
Develop points of view on CCaaS market evolution, competitive positioning, and solution innovation
Represent the firm in the Amazon Connect partner ecosystem, industry forums, and client advisory boards
Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes
Recruit, develop, and retain top-tier talent with Amazon Connect platform expertise and CCaaS domain knowledge
Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
Provide mentorship and career development for practice team members at all levels
Foster a culture of innovation, collaboration, and client excellence within the practice
Establish clear career paths and competency frameworks for CCaaS consultants and architects
Build high-performing teams by integrating diverse skills across technology, business consulting, and change management
Qualification
Required
10+ years of experience in contact center technology, with 5+ years focused on Amazon Connect platform implementations
5+ years in practice leadership, business unit management, or P&L ownership within professional services or consulting
Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation
Deep technical knowledge of Amazon Connect, including architecture, integrations, and advanced capabilities
Strong expertise across key AWS services used in Amazon Connect solutions, including Lambda, Lex, Bedrock, Kendra, Contact Lens, and EventBridge
Deep contact center operations expertise, including routing strategies, WFM, Quality, BPO operations, telephony fundamentals, AI/automation, and omnichannel
Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement
Demonstrated experience creating reusable IP, accelerators, reference architectures, solution blueprints, and delivery frameworks to scale professional services practice
Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholders
Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation
Strong business acumen, including P&L management, financial modeling, and resource optimization
Proven ability to build strategic partnerships and navigate complex vendor ecosystems
Results-driven with a track record of achieving aggressive growth targets while maintaining delivery excellence
Change leadership and ability to drive organizational transformation in fast-paced environments
Bachelor's degree required; MBA or advanced degree preferred
Amazon Connect certifications (AWS Partner Accreditations: Amazon Connect (Technical) and Contact Center (Business) | AWS Professional/Specialty Certifications: Solutions Architect – Professional or DevOps Engineer; Generative AI – Specialty a plus) required or obtained within 90 days
Preferred
Additional certifications in related technologies (Salesforce, AWS, Azure, Assistive or Agentic platforms) are highly valued
Industry certifications (PMP, Lean Six Sigma) are a plus
Company
TELUS Digital
TELUS Digital accelerates revenue growth and operational efficiency with AI-fueled technology and expert teams
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-09-02Acquired
2021-02-03IPO
2016-05-05Private Equity
Leadership Team
Grégoire Vigroux
Co-Founder, TELUS International Europe (exited but still involved)
Recent News
2025-11-14
Company data provided by crunchbase