The Role
This is an opportunity to lead a high-profile customer contact centre transformation programme within a large, regulated organisation undergoing a major modernisation of its customer engagement platform.
You will be responsible for delivering a business-critical migration to Amazon Connect, integrating telephony, CRM, workforce management, quality management, and operational processes into a single, modern cloud contact centre ecosystem. The programme will directly improve customer experience, agent productivity, operational visibility, and service performance across thousands of customer interactions.
This role offers exposure to large-scale enterprise transformation, cloud-native contact centre technologies, Salesforce integration, and complex multi-vendor delivery environments. You will work with senior stakeholders, architects, engineering teams, operational leaders, and third-party suppliers to deliver a strategic platform that will shape future customer services.
Please note: Hands-on experience delivering Amazon Connect programmes is essential. Candidates without proven Amazon Connect delivery experience will not be considered.
Key Responsibilities
- Own and manage the integrated programme delivery plan, including milestones, dependencies, critical path activities, and governance controls.
- Lead delivery across multiple workstreams including Amazon Connect, Salesforce, telephony, workforce management, quality management, security, reporting, and operational readiness.
- Drive end-to-end Amazon Connect implementation, including IVR/contact flows, routing strategies, queues, security profiles, quick connects, recordings, and operational monitoring.
- Manage delivery of Salesforce Service Cloud Voice integration, ensuring a seamless agent experience across voice and digital channels.
- Coordinate integration activities between Amazon Connect and enterprise applications through APIs and middleware platforms.
- Establish programme governance, including RAID management, executive reporting, steering committee updates, dependency tracking, and risk mitigation.
- Define and oversee testing strategies covering system testing, integration testing, user acceptance testing, defect management, and operational acceptance.
- Lead environment management and deployment planning across Development, Test, UAT, and Production environments.
- Manage cutover planning, transition to support, hypercare, and service readiness activities.
- Ensure compliance with security, governance, data protection, and regulatory requirements throughout the programme lifecycle.
- Proven Programme Manager with experience delivering complex enterprise technology transformation programmes.
- Demonstrable experience leading end-to-end Amazon Connect implementations and migrations.
- Strong knowledge of Amazon Connect architecture, including contact flows, routing profiles, queues, security profiles, recordings, monitoring, and integration approaches.
- Experience delivering Salesforce Service Cloud Voice or similar CRM-telephony integration programmes.
- Strong understanding of contact centre technologies, customer service operations, and omnichannel service delivery.
- Experience managing multiple vendors, suppliers, and cross-functional delivery teams.
- Strong governance skills including RAID management, milestone tracking, executive reporting, dependency management, and stakeholder communication.
- Experience delivering complex integration programmes involving APIs, middleware, and enterprise applications.
- Understanding of Workforce Management (WFM) and Quality Management (QM) platforms and associated operational processes.
- Experience delivering within regulated environments with formal governance, assurance, and compliance requirements.
Highly Desirable
- Amazon Connect certifications.
- Public sector or highly regulated industry experience.
- Experience working with AWS serverless integration patterns.
- Knowledge of contact centre analytics, operational KPIs, workforce optimisation, and quality assurance frameworks.
What Success Looks Like
- Successful delivery of a modern cloud contact centre platform powered by Amazon Connect.
- Seamless integration between telephony, Salesforce, and operational systems.
- Improved customer experience and agent productivity.
- Controlled transition into live service with minimal operational disruption.
- Delivery of a scalable platform capable of supporting future digital transformation initiatives.
