Contact Center Transformation Leader

🔥 21 hours ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NeuraFlash

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📣 Marketing

Consulting • Manufacturing • Marketing

NeuraFlash is a leading provider of AI-powered solutions across multiple industries, specializing in the implementation and integration of Salesforce and AWS platforms. They offer a wide range of services, including change management, data analytics, and managed services, tailored to sectors like manufacturing, retail, communications, financial services, and more. As a Salesforce and AWS partner, NeuraFlash is known for its innovative AI solutions, including Agentforce Service Cloud and Voice, which help businesses streamline operations and enhance customer service. Through their dedicated team of experts, NeuraFlash aims to create seamless, transformative experiences for their diverse clientele, leveraging their expertise in automation and data integration to deliver real business outcomes.

📋 Description

• Lead and grow a team of contact center architects, developers, and consultants focused on Amazon Connect implementations and transformations • Recruit, interview, and onboard contact center professionals • Develop training programs, mentorship plans, and enablement strategies • Establish delivery standards, best practices, and technical development paths • Serve as strategic advisor and program architect for contact center modernization initiatives • Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps • Guide migrations from legacy platforms such as Genesys and Cisco to Amazon Connect • Advise on IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations • Partner with executive stakeholders to align business objectives with technology solutions • Oversee Amazon Connect projects from strategy through deployment • Ensure solution quality, scalability, security, and implementation best practices • Support architecture reviews and complex contact center solutions • Collaborate with AWS, engineering, project management, and customer success teams • Contribute to service offerings, methodologies, accelerators, and reusable assets • Support business development through customer presentations, workshops, and solution discussions • Help establish the organization as a leader in contact center transformation and Amazon Connect services

🎯 Requirements

• 10+ years of hands-on experience with Enterprise contact center platforms • Experience with Twilio, Genesys, Cisco, and Avaya • Familiarity with Amazon Connect and AWS ecosystem principles and best practices • Proven experience leading contact center transformation or modernization initiatives • Strong understanding of contact center operations, voice technologies, IVR design, routing strategies, and customer experience best practices • Experience mentoring, coaching, or leading technical teams • Ability to translate business requirements into scalable contact center solutions • Excellent communication, presentation, and stakeholder management skills • Experience working in consulting, professional services, or customer-facing delivery environments • Experience with Amazon Connect implementations or migrations • Experience transitioning teams from legacy contact center platforms to cloud-native solutions • AWS certifications and/or Amazon Connect certifications • Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities • Experience building or scaling consulting practices and delivery teams

🏖️ Benefits

• Remote work options • Flexible working arrangements • Anticipated travel commitment of up to 25% • Team collaboration through town halls and company meetings • Company celebrations and team events