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Director Amazon Connect Jobs (NOW HIRING)

Mondo

ServiceNow Developer

Mclean, VA · Remote

$40 - $48/hr

This role combines hands-on ServiceNow development, platform administration, Amazon Connect integration, and ongoing platform optimization. The ideal candidate is a self-directed engineer who can ...

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How much do director amazon connect jobs pay per year?

As of Sep 9, 2026, the average yearly pay for director amazon connect in the United States is $186,382.00, according to ZipRecruiter salary data. Most workers in this role earn between $115,500.00 and $249,500.00 per year, depending on experience, location, and employer.

What does a director Amazon Connect do?

A Director Amazon Connect is responsible for overseeing the strategy, implementation, and ongoing management of Amazon Connect, which is Amazon's cloud-based contact center service. This role typically involves leading teams that design, deploy, and optimize customer service solutions using Amazon Connect's features such as omnichannel communications, automation, and integrations with other AWS services. The director collaborates with stakeholders to ensure that customer service operations meet business goals, improve customer experiences, and leverage the latest cloud technologies. They also set best practices, manage budgets, and ensure compliance with data security standards.

What are the key skills and qualifications needed to thrive as a director Amazon Connect?

To thrive as a Director Amazon Connect, you need deep expertise in cloud contact center solutions, leadership experience, and a strong background in technology management or computer science. Familiarity with Amazon Connect, AWS services, contact center platforms, and relevant certifications such as AWS Certified Solutions Architect are typically required. Exceptional communication, strategic thinking, and stakeholder management skills set top candidates apart in this role. These skills ensure the effective delivery of customer experience solutions, alignment with business goals, and successful leadership of cross-functional teams.

How does a director Amazon Connect typically collaborate with cross-functional teams to implement cloud contact center solutions?

A Director of Amazon Connect works closely with cross-functional teams such as IT, customer service, product management, and external vendors to design and deploy scalable contact center solutions. They facilitate communication between technical teams and business stakeholders to ensure that solutions align with organizational goals and customer needs. This role often involves leading project planning sessions, overseeing implementation timelines, and troubleshooting complex integration issues. Effective collaboration and strong leadership are essential to drive successful adoption and continuous improvement of Amazon Connect services.
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Director Amazon Connect jobs near you
Infographic showing various Director Amazon Connect job openings in the United States as of September 2026, with employment types broken down into 68% Full Time, 25% Part Time, and 7% Contract. Highlights an 71% Physical, 1% Hybrid, and 28% Remote job distribution, with an average salary of $186,382 per year, or $89.6 per hour.

Senior Product Manager, Contact Center Modernization (Amazon Connect Migration Healthcare Payer)

Saint Louis, MO • On-site

The Giant Bullseye
See more jobs at The Giant Bullseyeexternal

$123K - $162K/yr

Contractor

Re-posted 3 days ago

Job description

We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.

The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

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Key Responsibilities

  • Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
  • Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
  • Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
  • Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
  • Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
  • Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
  • Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
  • Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
  • Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
  • Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.
    ________________________________________
    Required Qualifications
  • 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
  • Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
  • Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
  • Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
  • Experience with voice UX, IVR design, and contact center reporting/analytics.
  • Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
  • Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
  • Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.
    ________________________________________
    Education
  • Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required.
  • Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.
    ________________________________________
    Preferred Experience
  • Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments.
  • Knowledge of CRM platforms (e.g., Salesforce, ServiceNow) and their integration into contact center ecosystems.
  • Experience designing omnichannel strategies across voice, chat, and digital self-service.
  • Familiarity with workforce management tools and quality assurance processes for contact centers.
  • Experience managing cross-market rollouts in multi-state health plans or Blue Cross organizations.