Director, Amazon Connect in Vancouver

Apply at TELUS Digital to lead our Amazon Connect practice across North America, South America, Central America, Europe, and APAC. This hybrid or remote role focuses on scaling a CCaaS practice, managing P&L, talent, and strategic partnerships with AWS.

Location: Work‑from‑near hybrid from Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR work‑from‑anywhere remote within the US.

Strategic Priorities:

• Build & scale a high‑performing Amazon Connect CCaaS practice to meet revenue & margin goals.
• Establish thought leadership and market differentiation in contact‑center transformation and AI‑enabled CX.
• Develop strategic partnerships with AWS and third‑party vendors to expand reach.
• Drive innovation in implementation methodologies, accelerators, and IP to improve delivery efficiency.

Responsibilities:

• Own P&L for the Amazon Connect practice.
• Develop & execute practice strategy aligned with company objectives.
• Build scalable delivery frameworks, methodologies, and accelerators.
• Partner with BD & marketing to create go‑to‑market strategies.
• Drive innovation through proprietary IP, tools, and solutions.
• Establish & maintain a strategic partnership with AWS for premier partner status.
• Lead complex engagements with enterprise clients, serving as trusted advisor to C‑suite.
• Ensure client satisfaction, project delivery excellence, and wallet share expansion.
• Drive end‑to‑end CCaaS transformation initiatives.
• Lead proposal development & solution architecture for major opportunities.
• Build & maintain executive client relationships, identifying growth opportunities.
• Establish the practice as a thought leader via speaking, publications, and industry participation.
• Identify emerging trends and develop market positioning.
• Represent the firm in Amazon Connect partner ecosystem, industry forums, and client advisory boards.
• Recruit, develop, retain top talent and provide mentorship & career development.
• Build enablement programs, certifications, and training.
• Foster culture of innovation, collaboration & client excellence.
• Create high‑performing teams with diverse skills.

Qualifications:

• 10+ years in contact center tech, 5+ years in Amazon Connect.
• 5+ years in practice leadership, business unit management, or P&L ownership.
• Track record leading large CCaaS transformations ($5M+).
• Deep technical knowledge of Amazon Connect architecture, integrations, and advanced capabilities.
• Expertise across key AWS services (Lambda, Lex, Bedrock, Kendra, Contact Lens, EventBridge).
• Strong contact‑center operations expertise: routing, WFM, Quality, BPO operations, telephony fundamentals, AI/automation, omnichannel.
• Experience building & scaling professional services practices with revenue & margin improvement.
• Demonstrated creation of reusable IP, accelerators, reference architectures.
• Exceptional leadership, communication, executive presence.
• Strategic thinking & business acumen – P&L, financial modeling, resource optimization.
• Proven ability to build strategic partnerships.
• Results‑driven; achieved aggressive growth targets while maintaining delivery excellence.
• Change leadership & ability to drive transformation in fast‑paced environments.

Certifications & Education:

• Bachelor’s degree required; MBA or advanced degree preferred.
• Amazon Connect certifications (AWS Partner Accreditations: Amazon Connect Technical & Contact Center Business) or obtained within 90 days.
• Additional certifications in Salesforce, AWS, Azure, Assistive or Agentic platforms valued.
• Industry certifications (PMP, Lean Six Sigma) are a plus.

Travel: Up to 50% travel required.

Equal Opportunity Employer: At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All employment decisions are based on qualifications, merit, and performance.

Benefits & Compensation:

• Healthcare – Medical, Vision, Dental.
• Retirement Savings Matching.
• Competitive PTO.
• Employee Assistance Program.
• Life & Disability Insurance.
• Annual performance bonus (eligible) based on performance.
• Base salary range: $132,000 – $165,000 CAD.