Contact Center Transformation Consulting Manager - Amazon Connect | Manila

tasq-workManila, Metro Manila, Philippines

On-site Full-time

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Experience Level

Manager

Qualifications

Proven ability to take on new challenges and a commitment to being a lifelong learner. Demonstrated expertise in Amazon Connect, AWS cloud services, and CCaaS architectures. Strong knowledge of contact center technologies (IVR, ACD, routing, omnichannel) and hands-on experience with integration frameworks (Salesforce, ServiceNow, bot platforms, APIs). Experience in large-scale business transformation engagements, especially within contact center or customer experience domains. Excellent program management and leadership skills, with the ability to effectively communicate with both business and technical stakeholders. Strong analytical and problem-solving capabilities, with a knack for translating client challenges into innovative cloud-enabled solutions. A passion for continuous learning and innovation, particularly in customer experience, cloud technologies, and AI/automation. Willingness to work in a global, virtual environment, with time-zone flexibility as necessary.

About the job

About the Role:

As a pivotal member of our team, you will collaborate closely with clients to design, develop, and implement transformative initiatives aimed at enhancing business performance.

Position: Manager / Career Level 7 / 10 – 15 years of experience

Lead the comprehensive design, development, and deployment of cloud-based contact center solutions utilizing Amazon Connect and other AWS services.
Engage with senior business and IT stakeholders to conduct solution workshops, establish business cases for cloud migration, perform vendor evaluations, and develop transformation roadmaps.
Design scalable, resilient, and secure contact center environments that integrate Amazon Connect with CRM, ITSM, workforce management, AI platforms, and other enterprise systems.
Oversee project delivery, leading teams in requirements gathering, design sessions, demonstrations, stakeholder engagements, and ensuring successful implementation and value realization.
Foster innovation through the development of reusable assets, prototypes, and demonstrations showcasing Amazon Connect capabilities including omnichannel support, analytics, AI, and AWS integrations.
Support pre-sales initiatives by collaborating with AWS solution leads to respond to RFIs/RFPs, create proposals, present to clients, and estimate project efforts.
Drive practice and personnel development by recruiting and mentoring talent, enhancing skills of existing team members, and cultivating a high-performance culture within the contact center transformation practice.

Key Skills Required:

Ability to embrace new challenges and a strong desire for continuous learning.
Expertise in Amazon Connect, AWS cloud services, and CCaaS architectures.
Robust techno-functional knowledge of contact center technologies (IVR, ACD, routing, omnichannel) and practical experience with integration frameworks (Salesforce, ServiceNow, bot platforms, APIs). Proven track record in managing large-scale business and operational transformation projects, particularly in the contact center or customer experience sectors.
Exceptional program management and leadership capabilities, skilled in team management, stakeholder communication, and effective engagement with both business and technical audiences.
Strong analytical, problem-solving, and persuasive skills; adept at translating client challenges into innovative cloud-based solutions.
Passion for ongoing learning and innovation, particularly related to customer experience, cloud technologies, and AI/automation.
Flexibility to operate in a global virtual environment (time-zone flexibility may apply).

What We Offer:

Opportunity to work on transformative projects with prominent G2000 clients.
Potential to co-create with leaders in strategy, industry...

About tasq-work

tasq-work is a leader in providing innovative consulting solutions aimed at optimizing business performance. Our team of experts leverages advanced technologies and deep industry insights to drive transformation for our clients, particularly in the realm of contact centers and customer experience. We pride ourselves on fostering a culture of continuous improvement and professional growth.

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