Amazon Connect GTM & Solutions Lead

Amazon Connect GTM & Solutions Lead Overview

Capgemini is seeking an experienced Amazon Connect GTM & Solutions Lead to spearhead strategy, solution design, and market expansion for their Contact Center transformation offerings. This role is perfect for a dynamic leader passionate about enhancing customer experience, driving digital transformation, and solving complex contact center challenges using Amazon Connect and next-generation CCaaS solutions.

Key Responsibilities

• Design, develop, and deploy Amazon Connect cloud contact center solutions for large, multi-client environments.
• Create comprehensive contact center architectures that include telephony, CRM, knowledge management, IVR, ACD, workforce management, quality assurance, training, and workforce models.
• Translate proposed solutions into detailed operational plans covering technology, processes, and workforce management.
• Lead the development of end-to-end operational strategies to improve both customer and client experiences.
• Act as the strategic lead during pre-sales and solutioning phases for Amazon Connect projects, assessing client needs and providing data-driven recommendations.
• 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 implementing contact center solutions, ensuring high standards of delivery and operational readiness.
• Perform commercial analysis including effort estimation, solution sizing, and dependency mapping to ensure feasible and effective solutions.
• Maintain expert knowledge of contact center ecosystems, including Amazon Connect, Genesys Cloud, and related applications.
• Apply process improvement methodologies to optimize delivery and performance.
• Drive initiatives to enhance customer experience by streamlining processes and increasing engagement.
• Promote innovation and best practices within contact center operations and technology 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 expertise in contact center solution 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 roadmaps, and delivering measurable business outcomes.
• Ability to perform commercial modeling, effort estimation, and solution sizing, with an understanding of dependencies and assumptions.
• Deep technical knowledge of contact center ecosystems, including Amazon Connect and related applications.
• Experience in applying process improvement techniques to enhance service delivery and operational efficiency.
• Candidates must undergo Baseline Personnel Security Standard checks; those residing outside the UK in the past three years may require additional checks.

Benefits

• Work with a globally recognized leader in digital transformation and customer experience solutions.
• Engage in innovative projects shaping the future of contact center technology.
• Supportive work environment emphasizing diversity, inclusion, and employee wellbeing.
• Access to wellbeing initiatives and mental health support through apps like Thrive and Peppy.
• Be part of a company recognized as a Great Place to Work for Wellbeing in 2024.
• Operate within an organization committed to ethical practices and sustainability.
• Opportunities for professional growth and collaboration with industry experts.

The role is based onsite in Birmingham or London, UK, and involves working in a dynamic, innovative environment. The company emphasizes its commitment to inclusive recruitment and ethical business practices, making it an attractive opportunity for experienced professionals in contact center solutions.

Degree Requirement: Bachelor’s

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