AWS Connect Associate Director

JOB REQUISITION

AWS Connect Associate Director

LOCATION

NEW YORK CITY

ADDITIONAL LOCATION(S)

BOSTON LOS ANGELES SAN FRANCISCO SEATTLE WASHINGTON DC - MCLEAN

JOB DESCRIPTION

You Belong Here

The Protiviti Career provides opportunity to learn inspire and advance within a collaborative and inclusive culture. We hire curious individuals for whom learning is a passion. We lean into our mission: We Care. We Collaborate. We Deliver.

At every level we champion leaders who live our values of integrity inclusion innovation and commitment to success . Imagining our work as a journey we believe integrity guides our way inclusion moves us forward together innovation creates new destinations and our commitment to success empowers us to deliver on our vision to be the most trusted global consulting firm.

Where We Need You

Protiviti is looking for a Technology Consulting Associate Director to join our growing Infrastructure Cloud and Security Engineering team.

What You Can Expect

Protiviti is looking for an AWS Connect Associate Director to join our growing Infrastructure Cloud and Security Engineering team. This leadership role will help clients transform customer experience operations through enterprise-scale Amazon Connect implementations cloud contact center modernization conversational AI and intelligent automation initiatives.

As an Associate Director you will lead complex engagements strengthen executive client relationships develop innovative cloud-based customer experience solutions and help clients modernize legacy contact center environments. You will serve as both a strategic advisor and technical leader guiding organizations through large-scale contact center transformation programs while driving business development and practice growth.

What Will Help You Be Successful

• You enjoy combining business strategy cloud architecture and hands-on technical leadership.

• You are passionate about building trusted relationships with C-level executives and providing exceptional experiences that translate to additional project work.

• You have an inherent interest in project management and team leadership.

• You promote a positive team culture that fosters open communication among all engagement team members.

• You create development opportunities for others including participating in the creation and rollout of training and ways for your team to improve our clients and communities.

• You enjoy discovering prospective project work with current and potential clients through networking knowledge-building and client interactions.

• You excel at identifying opportunities to integrate product solutions and resources to improve client service capabilities.

• You view client challenges as opportunities to add value and can translate that into new project proposals and sales.

• You are seen as a valued contributor to thought leadership and encourage knowledge-sharing and collaboration across teams.

• You have interest in managing a diverse portfolio of clients across multiple industries

Do Your Talents Include the Following

Deep expertise across Amazon Connect capabilities including:

• Contact Flows

• Intelligent Routing

• Agent Workspace

• Contact Lens

• Customer Profiles

• Cases

• Amazon Lex Integration

• Outbound Campaigns

• Forecasting and Scheduling

• Contact Center Analytics

Strong Java development experience utilizing:

• Spring Boot

• AWS SDK for Java

• AWS Lambda

• API and integration development

Strong Python development experience utilizing:

• Boto3

• AWS SDK for Python

• Automation scripting

• Data processing solutions

• AWS Lambda development

Advanced Terraform expertise including:

• Module development

• State management

• Workspace strategies

• CI/CD integration

• Infrastructure governance

Strong experience with AWS technologies including:

• AWS Lambda

• Amazon Lex

• Amazon Polly

• Amazon Kinesis

• Amazon DynamoDB

• Amazon S3

• Amazon EventBridge

• AWS Step Functions

• Amazon CloudWatch

• AWS IAM

• AWS KMS

• AWS Secrets Manager

• Amazon SageMaker

• Amazon Transcribe

• Amazon Comprehend

• Amazon Translate

• Strong understanding of contact center telephony concepts including SIP PSTN DID management carrier integration number porting and DTMF handling.

• Proven experience leading enterprise contact center migration programs.

• Experience building and managing CI/CD pipelines supporting Amazon Connect and cloud platforms.

• Familiarity with regulatory and compliance frameworks including PCI-DSS SOC 2 GDPR CCPA and financial services requirements.

• Experience operating within highly regulated enterprise environments with governance security review and formal change management processes.

• Strong executive communication stakeholder management consulting and relationship-building skills.

• Experience leading Amazon Connect transformations within banking insurance capital markets or other regulated financial services organizations.

• Experience designing conversational AI solutions using Amazon Lex.

• Experience with intent modeling utterance development slot management and multi-turn conversational experiences.

• Experience building real-time analytics platforms using Kinesis Data Streams and Kinesis Data Firehose.

• Knowledge of Amazon Connect APIs for automation contact flow lifecycle management and operational reporting.

• Experience implementing Amazon Connect Global Resiliency and multi-region failover architectures.

• Experience integrating workforce management quality management speech analytics CRM and customer engagement platforms.

• Knowledge of workforce management quality assurance workforce optimization and contact center performance management processes.

• Experience utilizing AWS CDK and CloudFormation alongside Terraform.

Experience building event-driven architectures using Java and Python.

• Contributions to open-source projects related to Amazon Connect AWS customer experience platforms or developer tooling.

Your Educational and Professional Qualifications

• Bachelors degree in a relevant discipline (e.g. MIS IS Comp Sci. etc.).

• 9 years working in professional services or industry.

• Professional Certification

• Preferred : AWS Certified Solutions Architect Professional AWS Certified DevOps Engineer Professional AWS Specialty Certifications.

Our Hybrid Workplace

Protiviti practices a hybrid model which is a combination of working in person with a purpose and working remotely. This model creates meaningful experiences for our people and our clients while offering a flexible environment. The ratio of remote to in-person requirements vary by client project team and other business factors. Our people work both in-person in local Protiviti offices and on client sites which can include local or out-of-state travel based on our projects and client requests and commitments.

Starting salary is based on a full-time equivalent schedule. Placement in the range is dependent upon experience skills and geographic work location. Below is the salary range for this job.

$163000.00 - $278000.00

Our annual bonus plan provides eligible employees additional cash and/or discretionary stock compensation opportunities. Below is the bonus target opportunity for this job.

16%

The total cash range is estimated from the sum of the base salary range plus the bonus target opportunity. Below is the estimated total cash range for this job.

$189080.00 - $322480.00

Employees are eligible for medical dental and vision coverages FSA and HSA healthcare accounts life and accident insurance adoption and fertility assistance paid parental leave up to 10 weeks and short/long term disability. We offer eligible employees a company 401(k) savings and investment plan with an employer match of 50% on the first 6% of your contributions. We provide Choice Time Off (CTO) for vacation personal needs and sick time. The amount of (CTO) varies based on years of service. New hires receive up to 20 days of CTO per calendar year. Protiviti also recognizes up to 11 paid holidays each calendar year.

Learn more about the variety of rewards we offer at Protiviti at benefits outlined are part of our reward offerings for full-time employees in the U.S. Your Open Enrollment materials insurance contracts plan documents and Summary Plan Descriptions together comprise the official plan document which legally governs the administration of your benefit plans. Protiviti reserves the right to terminate or amend your benefit plans in any way and at any time.

Protiviti is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Protivitis employment process any offer of employment is contingent upon successful completion of a background check.

Protiviti is committed to being an equal employment employer offering opportunities to all job seekers including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position please contact us by sending an email to or call View phone number on us.fitly.work for assistance.

In your email please include the following:

• The specific accommodation requested to complete the employment application.

• The location(s) (city state) to which you would like to apply.

For positions located in San Francisco CA: Protiviti will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

For positions located in Los Angeles County CA: Protiviti will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Protiviti is not registered to hire or employ personnel in the following states West Virginia Alaska.

Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services.

JOBLOCATION

NY PRO NEW YORK CITY

Required Experience:

Director