What are the responsibilities and job description for the Contact Center Program Manager position at Soni?
Our client is at the forefront of innovation in cloud solutions, delivering transformative results for some of the world's largest healthcare organizations and is seeking an Contact Center Program Manager – AWS Connect to join their Emerging Solutions team, combining technical expertise and hands-on implementation to design, optimize, and support cutting-edge contact center solutions.
As a key leader, you will oversee strategic planning, execution, and optimization of contact center solutions while mentoring a high-performing team, including AWS Connect Specialists.
Key Responsibilities:
Leadership & Strategy:
- Provide strategic direction and oversight for AWS Connect contact center solutions across multiple client engagements.
- Align team efforts with organizational goals and client priorities, ensuring project success and client satisfaction.
Team Management:
- Lead and mentor a team of AWS Connect Specialists and related professionals, fostering technical growth and career development.
- Ensure resources are effectively allocated across projects to meet deadlines and quality standards.
Technical Oversight:
- Guide the design, implementation, and optimization of AWS Connect solutions, including IVR flows, contact flows, and integrations.
- Review and approve technical designs, ensuring alignment with best practices and client requirements.
- Maintain high standards of security and compliance for all implemented solutions.
Client Engagement:
- Act as a trusted advisor to clients, identifying opportunities for innovation and improvement within their contact center environments.
- Collaborate with stakeholders to define project objectives, scope, and deliverables.
Operational Excellence:
- Establish and enforce standard operating procedures (SOPs) and best practices for solution delivery and support.
- Monitor performance metrics, ensuring solutions deliver measurable value to clients.
- Stay current with AWS technologies and emerging trends in contact center solutions to maintain a competitive edge.
Qualifications & Skills:
- 8 years of experience in implementing and managing contact center solutions, including 4 years in a leadership role.
- Deep technical expertise with AWS Connect and related AWS services (e.g., Lambda, Lex, Polly).
- Strong understanding of contact flow design, IVR development, and telephony concepts.
- Experience integrating CRM platforms (e.g., Salesforce, ServiceNow) and third-party APIs with AWS Connect.
- Proficiency in programming languages like Python, Node.js, or Java.
- AWS Certification (Solutions Architect Professional, Advanced Networking Specialty, or similar).
- Proven track record of managing cross-functional teams and delivering complex technical projects.
- Ability to work on-call during peak usage.
- Experience with AI/ML technologies, such as Amazon Lex and Polly.
- Knowledge of WebRTC and real-time communication protocols.
- Familiarity with agile development methodologies and DevOps practices.
- Strong background in telecommunications or customer service operations.
- Expertise in contact center analytics and reporting tools.
- Exceptional leadership and team management abilities.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills to engage with clients and stakeholders effectively.
- Ability to manage multiple projects and priorities in a dynamic, fast-paced environment.
- Customer-focused mindset with a commitment to delivering high-quality solutions.
