What You Will Do:
- Serve as the primary post-sales point of contact, building trusted relationships across technical and operational stakeholders.
- Ensure clients effectively adopt and gain value from Amazon Connect and related AWS capabilities through proactive guidance, insights, and recommendations.
- Oversee technical execution across incidents, enhancements, change requests, release coordination, and environment stability.
- Monitor platform usage, performance trends, and health indicators; provide forward-looking recommendations that improve reliability and business outcomes.
- Maintain clear communication of risks, action plans, and technical decisions while coordinating with engineering, developers, and cloud support teams.
- Support renewal readiness and long-term planning by keeping environments optimized, documented, and aligned to the client’s roadmap.
What You Will Bring:
- Experience in Technical Account Management, Technical Program Management, Solutions Consulting, or similar roles supporting cloud contact center platforms.
- Working knowledge of Amazon Connect, AWS services, telephony/IVR, cloud operations, and modern CX architectures.
- Reading, writing, and speaking fluency in the English language is a MUST-HAVE
- Ability to translate client goals into actionable technical plans and lead cross-functional execution.
- Strong communication, stakeholder management, and executive-level summarization skills.
- Familiarity with Jira, ServiceNow, Microsoft Dynamics, or similar workflow/ITSM tools.
