Job Description

TELUS Digital is seeking a dynamic Practice Leader to build, scale, and lead their CCaaS practice with deep expertise in the Amazon Connect platform. This director-level role will drive the growth of Amazon Connect consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes.

Responsibilities

• Own P&L responsibility for the Amazon Connect CCaaS practice
• Develop and execute a practice strategy
• Build scalable delivery frameworks
• Partner with business development and marketing teams
• Drive innovation through IP development
• Lead complex Amazon Connect engagements
• Drive end-to-end CCaaS transformation initiatives
• Develop deep expertise in Amazon Connect
• Lead proposal development and solution architecture
• Build and maintain executive relationships
• Establish practice as a recognized thought leader
• Identify emerging trends in contact center technology
• Represent the firm in the Amazon Connect partner ecosystem
• Drive market awareness
• Recruit, develop, and retain top-tier talent
• Build enablement programs
• Provide mentorship and career development
• Foster a culture of innovation

Requirements

• 10+ years of experience in contact center technology
• 5+ years in practice leadership or business unit management
• Proven track record leading large-scale CCaaS transformation programs
• Deep technical knowledge of Amazon Connect
• Strong expertise across key AWS services
• Deep contact center operations expertise
• Experience building and scaling professional services practices
• Exceptional leadership, communication, and executive presence
• Strategic thinking
• Strong business acumen
• Proven ability to build strategic partnerships
• Results-driven
• Change leadership
• Bachelor's degree required; MBA preferred
• Amazon Connect certifications required or obtained within 90 days

Benefits

• No benefits