Contact Center Transformation Leader

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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NeuraFlash

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

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 experienced contact center professionals, with relevant experience building and migrating IVR/IVA applications on Twilio, Genesys, Cisco, or similar platforms. • Develop training programs, mentorship plans, and enablement strategies to help team members successfully transition to Amazon Connect. • Establish delivery standards, best practices, and technical development paths for the voice/contact center team. • Foster a culture of continuous learning, collaboration, innovation, and delivery excellence. • Serve as a strategic advisor and program architect for customers undergoing contact center modernization initiatives. • Lead discovery sessions, assessments, solution design workshops, and transformation roadmaps. • Guide customers through migrations from legacy platforms such as Genesys and Cisco to Amazon Connect. • Provide expertise across IVR, routing, agent experience, workforce optimization, integrations, reporting, and contact center operations. • Partner with executive stakeholders to align business objectives with technology solutions. • Oversee successful delivery of Amazon Connect projects from strategy through deployment. • Ensure solution quality, scalability, security, and adherence to implementation best practices. • Support architecture reviews and provide guidance on complex contact center solutions. • Collaborate with cross-functional teams including AWS, engineering, project management, and customer success. • Contribute to service offerings, implementation methodologies, accelerators, and reusable assets. • Support business development efforts through customer presentations, workshops, and solution discussions. • Help establish the organization as a trusted leader in contact center transformation and Amazon Connect services.

🎯 Requirements

• 10+ years of hands-on experience with Enterprise contact center platforms, including: • Twilio, Genesys, Cisco, Avaya • Familiarity with Amazon Connect and the 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.

🏖️ Benefits

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we’re focused on keeping everyone connected and unified as one team. • Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. • Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done • Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small. • Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.