Amazon Connect GTM & Solutions Lead

Amazon Connect GTM & Solutions Lead Overview

Capgemini is seeking an experienced professional to take on the role of Amazon Connect GTM & Solutions Lead within their Business Services Global Business Line. This position focuses on driving strategic initiatives, designing innovative contact center solutions, and expanding market growth through the deployment of Amazon Connect and other cloud-based CCaaS platforms. The ideal candidate will be passionate about enhancing customer experience, leading digital transformation projects, and solving complex contact center challenges.

Key Responsibilities

• Design, develop, and implement Amazon Connect contact center solutions for large, multi-client environments, ensuring they align with business goals and technical standards.
• Create detailed contact center architectures that include telephony, CRM, knowledge management, IVR, ACD, WFM, QA, training, and workforce models.
• Transform proposed solutions into actionable operational plans covering technology, workforce, and process domains for smooth execution.
• Lead the development of comprehensive operational strategies to improve customer and client experiences.
• Act as the strategic lead during pre-sales activities, assessing client needs and providing data-driven recommendations for contact center solutions based on Amazon Connect.
• Contribute to shaping go-to-market strategies, service offerings, and transformation assets to support business growth.
• Manage and mentor consulting teams involved in designing and deploying contact center solutions, ensuring high standards of quality and operational excellence.
• Assist in designing operating models, establishing service standards, staffing structures, and team readiness for deployment.
• Perform commercial modeling, effort estimation, solution sizing, and dependency analysis to support project planning.
• Maintain expert knowledge of contact center ecosystems, including Amazon Connect, Genesys Cloud, and related applications, to inform solution design and optimization.
• Apply process improvement methodologies to optimize delivery and operational performance.
• Lead customer experience transformation initiatives by identifying opportunities for process streamlining and engagement enhancement.
• Promote innovation and best practices within contact center operations and technological infrastructure.

Qualifications and Experience

• Between five and ten years of experience in consulting or delivering contact center technology solutions, with a focus on Amazon Connect.
• Seven to ten years of hands-on experience working in multi-client contact center operations or BPO environments utilizing Amazon Connect or other cloud CCaaS platforms like Genesys Cloud.
• Proven experience in designing contact center solutions, including architecture, technical design, and operational transformation.
• Strong understanding of contact center operational components such as WFM, KM, QA, CRM, IVR, ACD, analytics, and vendor management.
• Demonstrated leadership in managing teams, executing transformation projects, and delivering measurable business outcomes.
• Ability to perform technical and commercial analysis, including effort estimation, solution sizing, and dependency mapping.
• Deep knowledge of contact center ecosystems and related applications to inform solution development and optimization.
• Experience applying process improvement techniques to enhance contact center performance.

Benefits and Culture

Joining Capgemini offers the chance to work within a globally respected organization committed to diversity, inclusion, and employee wellbeing. The company supports wellbeing initiatives such as mental health programs and wellbeing apps, and has been recognized as a Great Place to Work for Wellbeing in 2024. Employees will be part of a culture that values ethical business practices, innovation, and continuous learning. The company encourages knowledge sharing and professional growth, providing opportunities to work on cutting-edge projects that leverage AI and technology to transform business operations.

Location and Application

This role is based onsite in Birmingham or London, UK. The position is permanent and suitable for experienced professionals seeking to contribute to transformative contact center projects within a leading global organization. Interested candidates are encouraged to apply through the provided channels, including LinkedIn or the company’s application portal.

Note: The page does not specify any information regarding visa sponsorship or work permit support. The UKVisaJobs database indicates that sponsorship is likely available, but the job posting itself does not explicitly mention sponsorship options.

Degree Requirement: Bachelor’s

Visa Sponsorship May be