NeuraFlash

Contact Center Transformation Leader, Amazon Connect

NeuraFlash • $130K — $160K *
US-Anywhere
+ 2 other locationsRemote
Technical Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years of hands-on experience with enterprise contact center platforms like Twilio, Genesys, Cisco, or Avaya.
  • Familiarity with Amazon Connect and the AWS ecosystem.
  • Experience leading contact center transformation or modernization initiatives.
  • Strong understanding of contact center operations, IVR design, and customer experience best practices.
  • Experience mentoring and leading technical teams.
  • Ability to translate business requirements into scalable solutions.
  • Excellent communication, presentation, and stakeholder management skills.

Responsibilities

  • Lead and grow a team focused on Amazon Connect implementations.
  • Recruit and onboard experienced contact center professionals.
  • Develop training programs and mentorship plans for team members.
  • Establish delivery standards and best practices for the team.
  • Serve as a strategic advisor for customers in contact center modernization initiatives.
  • Oversee successful delivery of Amazon Connect projects from start to finish.
  • Collaborate with cross-functional teams including AWS and project management.

Benefits

  • Remote and in-person work flexibility depending on your location.
  • Opportunities for travel up to 25% for certain roles.
  • Flexible working hours to accommodate personal needs.
  • Encouragement of collaboration and employee feedback.
  • Fun and engaging workplace culture with regular celebrations.
Full Job Description
Key Responsibilities
Practice Leadership & Team Development
  • 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.
Customer Transformation Leadership
  • 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.
Solution Delivery
  • 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.
Practice Growth
  • 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.
Required Qualifications
  • 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.
Preferred Qualifications
  • Experience with Amazon Connect implementations or migrations.
  • Experience transitioning teams from legacy contact center platforms to cloud-native solutions.
  • AWS certifications and/or Amazon Connect certifications.
  • Knowledge of CRM integrations, workforce management, analytics, and omnichannel contact center capabilities.
  • Experience building or scaling consulting practices and delivery teams.

What's it like to be a part of NeuraFlash, Part of Accenture?
  • 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.

About NeuraFlash

NeuraFlash is focused on the development of Salesforce platforms with the use of artificial intelligence solutions. Its services includes consulting, user experience design and implementation, and other product development services. NeuraFlash offers implementation and integration services for Sales Cloud, Service Cloud, Field Service Lightning, Community Cloud, Intelligent Web Chat with Live Agent, 2-way SMS with LiveMessage, and Salesforce Einstein. NeuraFlash was founded by Brett Chisholm and is based in Boston, Massachusetts.

NeuraFlash Careers

Joining NeuraFlash offers a unique opportunity to be part of a dynamic team of professionals dedicated to innovation and excellence in the tech industry. NeuraFlash stands as a beacon of growth and leadership, providing unparalleled job opportunities in a company that values diversity and fosters a culture of professional development.

Explore Career Opportunities

NeuraFlash is actively hiring and offers a variety of positions that cater to different skills and career aspirations. From technical roles to marketing and sales, NeuraFlash is looking for passionate, curious, and innovative individuals ready to drive change and lead in the digital era.

Internship Programs

NeuraFlash's internship programs offer a robust platform for students and recent graduates to gain hands-on experience, enhance their skills, and understand the nuances of the tech industry. Interns at NeuraFlash are integral to the team, working on real projects that impact the company and its clients.

Professional Growth and Development

NeuraFlash is committed to the professional growth of its employees. The company offers comprehensive benefits and resources for career advancement, including professional development courses, leadership training, and certification programs. Employees at NeuraFlash enjoy the support and tools they need to advance their careers and expand their expertise.

Diversity and Inclusion

At NeuraFlash, diversity is more than just a policy; it's an integral part of the company's identity. Through diversity training and inclusive hiring practices, NeuraFlash ensures a workplace where everyone’s voice is heard and valued. This commitment to diversity fuels innovation and creativity within the team.

Networking and Community

NeuraFlash encourages its team members to engage in networking opportunities that enhance their professional relationships and career trajectories. The company hosts regular events and workshops that allow employees to connect with industry leaders and peers.

Benefits and Culture

NeuraFlash is known for its vibrant culture and comprehensive benefits package designed to support the well-being and satisfaction of its team members. Benefits at NeuraFlash include health, dental, and vision insurance, as well as flexible working conditions that help maintain a healthy work-life balance.

Applying for a Position

To apply for a position at NeuraFlash, candidates should prepare their resume to highlight relevant experience and skills. The interview process at NeuraFlash is designed to assess not only technical abilities but also cultural fit and alignment with the company’s values. Interested candidates can explore open positions and submit their applications through the NeuraFlash Jobs portal.

Stay Connected with NeuraFlash Careers

Keep up to date with the latest from NeuraFlash by following the Careers Blog. Gain insights from insiders, stay informed about new job opportunities, and get tips for your next interview or networking event.

Join NeuraFlash

Discover the exciting and rewarding career opportunities at NeuraFlash. Search for open positions that match your skills and interests, and join a team that is shaping the future of technology.

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READ CAREERS BLOG

Learn more about NeuraFlash
Size
251 employees
Industry
Information Technology
* Ladders Estimates

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