Become the Toronto Amazon Connect Functional Lead, driving impactful customer experience solutions with a focus on CCaaS and Agentic AI. This role operates in a hybrid setting for flexible collaboration.
In a leading technology solutions company, your expertise will be essential in managing functional workstreams across innovative communication technologies. You will translate customer experience visions into clear requirements, sophisticated journeys, and prioritized use cases, directly influencing the client service experience. Your role encompasses both strategic design and hands-on functional analysis.
Key Responsibilities: • Lead Amazon Connect functional workstreams from discovery to go-live • Develop and document customer journey experiences • Convert business goals into actionable user stories • Coordinate with business leaders and tech architects • Identify enhancements through gap analysis in contact center operations