Senior Project Manager
Core
Lead end-to-end project management for Amazon Connect implementations, guiding cross-functional teams through the full lifecycle of cloud-based contact center solutions for clients.
Role type
Senior technical project manager (cloud contact center)
Builds
Cloud-based contact center solutions using Amazon Connect and integrated AWS services
Domain
Cloud services / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | client delivery
Required skills
Technical project management, AWS cloud technologies, contact center technologies, complex technical implementation management, client relationship management, Agile and Waterfall methodologies
Preferred skills
AWS Solutions Architect certification, Amazon Connect implementation experience, deep knowledge of AWS services (Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudFormation), IVR/CTI/telephony technologies, AI/ML technologies (NLU, speech recognition), CRM platforms, scripting languages (Python, Node.js), infrastructure as code
Technologies
Amazon Connect, Amazon Lex, Amazon Polly, AWS Lambda, Amazon Kinesis, Amazon S3, Amazon DynamoDB, Amazon QuickSight, AWS IAM, Amazon CloudWatch, AWS CloudFormation, Amazon API Gateway, AWS Step Functions, Amazon EventBridge, Salesforce, Dynamics, ServiceNow
Responsibilities
Lead end-to-end project management for Amazon Connect implementations from discovery to handoff, develop comprehensive project plans with milestones and resource allocations, build strong client relationships as primary technical point of contact, facilitate communication among stakeholders and technical teams, manage project scope, schedule, and budget, oversee technical implementation of Amazon Connect and integrated AWS services, guide design and configuration of contact flows and routing strategies, coordinate integration with client CRM systems and enterprise applications, lead implementations of AI/ML-powered features, validate technical solutions against requirements, coordinate testing efforts, collaborate on custom CX solutions, manage development of custom components and integrations, oversee implementation of analytics and reporting solutions, guide CI/CD pipeline development, develop reusable implementation assets and best practices, mentor junior team members
Seniority
Senior, hands-on IC
