Vice President, Amazon Connect Solution Architect

Job Description Inviting applications for the role of Vice President, Amazon Connect Solution Architect We are seeking a dynamic, growth-oriented leader to head our Customer Experience / Contact Center CcaaS advanced technology practice, with a focus on Amazon Connect-based solutions. This role is an opportunity to shape and scale one of the most strategic CX offerings in the market today-anchored on Agentic AI, Generative AI and customer service technologies. As Vice President, you will drive the strategy, solution architecture, and execution of our CX technology service line, building a differentiated portfolio of industry-specific IP, co-innovating with AWS, GCP, Microsoft Dynamics and delivering large-scale transformation programs for global clients-across industries, with a heavy focus in banking and financial services, . This is a unique opportunity to lead a high-growth business that blends deep domain, cloud-native architecture, applied AI, and real-time customer engagement technologies. You%27ll partner with AWS globally, influence client roadmaps, and lead a multidisciplinary team of engineers, architects, consultants, and GTM specialists to create tangible, measurable outcomes. Responsibilities Business and Practice Leadership - Lead the global growth and delivery of our Amazon Connect service line, focusing on innovation, client value, and scale across priority industries. - Define and operationalize a differentiated strategy in close partnership with AWS and internal teams (engineering, GTM, delivery). - Build and mentor a high-performing team of technical and business leaders across regions. - Serve as the executive liaison to AWS partner teams, jointly driving pipeline, solution launches, and field enablement. P&L Management - Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations. - Track revenue, cost, and margin identify opportunities to optimize delivery costs and increase profitability Innovation and IP Development - Architect and launch reusable assets, industry accelerators, and solution frameworks built on AWS-leveraging Amazon Connect, Lex, Q in Connect, Voice ID, Wisdom, Contact Lens, Tasks, Cases, Bedrock and more. - Deliver end-to-end solutions that extend Amazon Connect capabilities, such as intelligent agent desktops, proactive and personalized customer engagement journeys, and AI-driven analytics and automation. - Prototype new features, build demos for strategic pursuits, and maintain a future-ready solution roadmap aligned to industry needs. Client Engagement and Delivery Oversight - Act as the executive sponsor and strategic architect on major global transformation programs, with a focus on outcome-driven CX modernization. - Oversee design and deployment of cloud contact center platforms, ensuring seamless integration with CRMs, case management, knowledge bases, and digital channels. - Collaborate with delivery leaders to ensure operational excellence, client satisfaction, and timely execution at scale. Thought Leadership and Market Influence - Represent the firm externally as a leading authority on cloud CX transformation and AI-first customer engagement. - Drive executive conversations, shape complex pursuits and proposals, and lead strategic RFPs in partnership with GTM and pre-sales teams. - Publish thought leadership, speak at AWS and industry events, and help shape market perception of our capabilities in the space. Qualifications we seek in you Minimum Qualifications - Experience in enterprise technology or consulting, with a strong background in customer experience, contact center, or cloud transformation. - Experience in leading Amazon Connect implementations at scale, including enterprise migrations and multi-region deployments. - Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations - Proven success in building and scaling technology practices or service lines, ideally with global delivery exposure and AWS alliance experience. - Deep expertise in AWS services, including Amazon Connect, Lex, Lambda, Pinpoint, Contact Lens, Wisdom, Q in Connect, and related AI/ML offerings. - Hands-on knowledge of telephony (SIP/VoIP), CRM integrations (Salesforce, ServiceNow), and digital channels (chat, social, email). - Experience in adjacent CcaaS platform technologies such as MS Dynamics, GCP CCAI, Genesys, Five9, Nice CXone, Zendesk, WFM technologies - Strong executive presence and experience in influencing senior clients, leading diverse teams, and navigating complex global programs. Preferred Qualifications/ Skills - Experience applying generative AI to enhance customer experience workflows. - Familiarity with AWS CCI (Contact Center Intelligence) solutions. - Experience with DevOps practices in the context of cloud contact center deployment. - Background in BFSI, healthcare, or regulated industries preferred but not required. - - - - -