Director, Amazon Connect

Overview

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.

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.

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.

• 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

• 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

• 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

• 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

• Recruit, develop, and retain top‑tier talent with Amazon Connect platform expertise and CCaaS domain knowledge
• Build comprehensive enablement programs, including technical certifications,…