Amazon Connect Manager, Technical Transformation

Amazon Connect Manager, Technical Transformation

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce

Recruiting for this role ends on December 31, 2026.

Work you'll do

An Amazon Connect Technical Architect is responsible for the design of our Amazon Connect services, project management and delivery oversight of our onshore and offshore development teams. This role builds and manages teams, advises clients on best practices in AWS services, ensures quality on projects, and identifies new sales opportunities at existing clients.

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team

• Effective written and verbal communication skills

• Meticulous attention to detail and quality of work product

• Ability to build and sustain professional relationship

• Ability to lead projects or workstreams

• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment

• Strong interpersonal skills and professional demeanor

• Ability to meet deadlines

• Ability to provide clear guidance to others

The team

Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

Required

• Minimum of 8+ years of overall experience, to include a minimum of 5 years of enterprise, full-life cycle in Architecture in the professional IT/Software Development services industry

• 5+ years project experience architecting, building, and supporting cloud-based solutions on AWS

• Minimum 4 years of experience leading multiple project teams simultaneously on relevant engagement

• Applicable cloud certification within AWS

• Bachelor's degree in Computer Science, Engineering, or equivalent work experience

• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve

• Limited immigration sponsorship may be available

Preferred

• Experience leading Amazon Connect and other Contact Center as a Service (CCaaS) solution implementations, including integrations to common desktop applications such as Salesforce, SreviceNow, Oracle, or SAP.

• Experience with contact center technology strategy, multi-channel routing, self-service applications, outbound campaign management, work force management, and artificial intelligence in customer service

• Amazon Connect Chat and/or Tasks, outbound campaigns, and integration with CRM/ITSM platforms

• Experience with Amazon Lex and/or speech analytics, plus Connect reporting (CTR analysis, real-time/historical metrics)

• Telephony/SIP and contact center migration experience

• AWS certifications (e.g., AWS Certified Developer/Architect) or Amazon Connect-specific training

• Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $130,800 to $241,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.