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Join to apply for the Director, Amazon Connect role at TELUS Digital

3 days ago Be among the first 25 applicants

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award‑winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end‑to‑end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in‑store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi‑billion‑dollar parent company.

Location

Our Amazon Connect Practice Leader will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA , OR in a Work From Anywhere (Remote) capacity within the US.

The Opportunity

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in the Amazon Connect platform. This director‑level role will drive the growth of our Amazon Connect consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for the practice P&L, talent development, solution innovation, and strategic partnerships with AWS to position our firm as a premier implementation partner in the market.

The Strategic Priorities Of This Role Will Be To

Build and scale a high‑performing CCaaS practice focused on Amazon Connect, achieving revenue targets and margin goals
Establish thought leadership and market differentiation in Amazon Connect‑powered contact center transformation and AI‑enabled customer experience
Develop strategic partnerships with AWS and complementary technology vendors to expand market reach and solution capabilities
Drive innovation in CCaaS implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes

Responsibilities

Building our Company

Own P&L responsibility for the Amazon Connect CCaaS practice, including revenue growth, margin optimization, and resource utilization
Develop and execute a practice strategy aligned with company objectives and market opportunities
Build scalable delivery frameworks, methodologies, and accelerators for Amazon Connect implementations
Partner with business development and marketing teams to create compelling go‑to‑market strategies and thought leadership content
Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Amazon Connect capabilities
Establish and maintain a strategic partnership with AWS, achieving premier partner status and co‑selling opportunities

Focusing on Customers

Lead complex, strategic Amazon Connect engagements with enterprise clients, serving as a trusted advisor to C‑suite executives
Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
Drive end‑to‑end CCaaS transformation initiatives, including strategy, design, implementation, and optimization
Develop deep expertise in Amazon Connect and emerging capabilities, including AI, workforce engagement, and omnichannel orchestration
Lead proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long‑term partnership success

Leading our Market

Establish practice as a recognized thought leader in Amazon Connect and CCaaS transformation through speaking engagements, publications, and industry participation
Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
Develop points of view on CCaaS market evolution, competitive positioning, and solution innovation
Represent the firm in the Amazon Connect partner ecosystem, industry forums, and client advisory boards
Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes

Developing our People

Recruit, develop, and retain top‑tier talent with Amazon Connect platform expertise and CCaaS domain knowledge
Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
Provide mentorship and career development for practice team members at all levels
Foster a culture of innovation, collaboration, and client excellence within the practice
Establish clear career paths and competency frameworks for CCaaS consultants and architects
Build high‑performing teams by integrating diverse skills across technology, business consulting, and change management

Competencies

Experience & Expertise

10+ years of experience in contact center technology, with 5+ years focused on Amazon Connect platform implementations
5+ years in practice leadership, business unit management, or P&L ownership within professional services or consulting
Proven track record leading large‑scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation
Deep technical knowledge of Amazon Connect, including architecture, integrations, and advanced capabilities
Strong expertise across key AWS services used in Amazon Connect solutions, including Lambda, Lex, Bedrock, Kendra, Contact Lens, and EventBridge.
Deep contact center operations expertise, including routing strategies, WFM, Quality, BPO operations, telephony fundamentals, AI/automation, and omnichannel.
Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement
Demonstrated experience creating reusable IP, accelerators, reference architectures, solution blueprints, and delivery frameworks to scale professional services practice.

Skills & Competencies

Exceptional leadership, communication, and executive presence with the ability to influence C‑level stakeholders
Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation
Strong business acumen, including P&L management, financial modeling, and resource optimization
Proven ability to build strategic partnerships and navigate complex vendor ecosystems
Results‑driven with a track record of achieving aggressive growth targets while maintaining delivery excellence
Change leadership and ability to drive organizational 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) and Contact Center (Business) | AWS Professional/Specialty Certifications: Solutions Architect – Professional or DevOps Engineer; Generative AI – Specialty a plus) required or obtained within 90 days
Additional certifications in related technologies (Salesforce, AWS, Azure, Assistive or Agentic platforms) are highly valued
Industry certifications (PMP, Lean Six Sigma) are a plus

Travel

Up to 50% travel required to support client engagements, business development, and team collaboration.

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 aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy.

What We'll Offer

Healthcare benefits - Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
And more!

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job‑related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Performance Bonus Eligible)

$132,000 - $165,000 USD

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Must Have's:

Amazon Connect
AWS Quicksight
Genesys Customer Experience

JD:

Contact Center Modernization – Genesys to Amazon Connect Migration

The Contact Center Modernization project aims at migrating all Lines of Business using Genesys as their Contact Center solution to Amazon Connect – a 100% cloud based Omni channel contact center to support the ever-evolving customer journey by providing superior customer service across voice and chat at a lower cost.

Role: Business Analyst & – Reporting & Analytics, Design Owner

Responsibilities:

Review existing Contact Center reporting capabilities (real time, historic & analytics) with Lines of Business and map capabilities to target state Amazon Connect platform.
To the extent feasible, satisfy reporting requirements for Lines of Business migrating to Connect using out of the box capabilities in Connect.
Document reporting capabilities that require custom solutions and assist development team with the design of the reporting framework.
Partner with Enterprise Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting via Enterprise Data Lake.
Build knowledge base (user guides, trainings/demo) and provide assistance for Lines of Business with their reporting queries.
Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to target state cloud platform – Amazon Connect.
Analyze existing contact center capabilities for Lines of Business and map capabilities to target state Amazon Connect platform.
Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to Truist standard – Connect.
Document the identified changes as requirements and design the target state call flows.
Organize walkthrough of business requirements and call flows for project stakeholders.
Guide development and QA teams in the development and testing phases respectively.
Support Lines of Business in User Acceptance Testing.
Prioritize and schedule migration based on LOE and overall readiness.

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