Technical Project Manager - Amazon Connect CX Solutions

 

About the Role:

We are seeking a Technical Project Manager to lead the delivery of cloud-based contact center solutions powered by Amazon Connect and AWS technologies. This role combines technical expertise and project leadership to manage the full lifecycle of implementations — from discovery and design through deployment and client adoption. The ideal candidate has strong experience in AWS services, contact center technology, and project management for enterprise-scale customer experience transformations.

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Key Responsibilities

Project Management & Client Engagement

• Lead end-to-end project delivery for Amazon Connect implementations, ensuring on-time and high-quality results.

• Develop and manage detailed project plans, milestones, and resource allocation aligned with delivery standards.

• Serve as the primary technical contact for clients, fostering effective communication between internal teams and stakeholders.

• Conduct regular project reviews, track progress, and proactively manage risks, scope, and budgets.

Technical Implementation

• Oversee the technical design and configuration of Amazon Connect, including contact flows, queues, routing, and IVR design.

• Coordinate integration with CRM systems, knowledge bases, and enterprise platforms.

• Support AI/ML-driven features using Amazon Lex, Polly, Lambda, and other AWS services.

• Ensure implementations follow AWS best practices in security, reliability, and performance.

• Guide testing and validation through functional, performance, and user acceptance phases.

Solution Development & Innovation

• Collaborate with Solution Architects to design scalable customer experience solutions using the AWS ecosystem.

• Oversee development of custom integrations, reporting, and analytics using AWS services like Kinesis, QuickSight, and S3.

• Promote best practices for CI/CD pipelines, infrastructure as code, and solution scalability.

• Capture lessons learned, improve delivery frameworks, and stay current on Amazon Connect feature updates.

Continuous Improvement

• Contribute to reusable templates, delivery assets, and implementation methodologies.

• Mentor team members and participate in knowledge-sharing initiatives.

• Support innovation efforts and client presentations to showcase solution capabilities.

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Required Qualifications

• Bachelor’s degree in Computer Science, IT, or related discipline.

• 5+ years of experience managing technical projects; 3+ years working with AWS cloud services.

• Hands-on experience in contact center technologies and customer experience solutions.

• Proven record of managing complex, multi-stakeholder technical implementations.

• Excellent communication and stakeholder management skills.

• Project Management certification (PMP, PRINCE2, Scrum Master, etc.) preferred.

• Experience in both Agile and Waterfall methodologies.

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Preferred Qualifications

• AWS Certified Solutions Architect (Associate/Professional).

• Experience delivering or managing Amazon Connect implementations.

• Familiarity with AWS services: Lambda, API Gateway, S3, DynamoDB, Kinesis, CloudFormation.

• Exposure to IVR, CTI integrations, and telephony technologies.

• Experience with AI/ML, speech recognition, and natural language processing.

• Working knowledge of Salesforce, ServiceNow, or Dynamics CRM platforms.

• Proficiency in Python, Node.js, or Infrastructure-as-Code tools.

• Prior background in contact center operations or customer experience management.