AWS Project Manager

Role overview The role leads end-to-end delivery of cloud-based contact center programs for mid-market and enterprise customers, spanning Amazon Connect implementations, conversational AI, and agentic solution rollouts. As a senior delivery lead, the person coordinates across consulting, technical architecture, and client stakeholders to translate business objectives into shipped solutions under tight timelines.

Responsibilities - Plan, initiate, and drive the full lifecycle of contact-center-as-a-service (CCaaS), conversational AI, and agentic solution builds and migrations, from kickoff through hypercare. - Manage project financials, scope and change control, schedules, dependencies, milestones, and risk registers, publishing weekly status reports that surface early risk indicators. - Run recurring status meetings with sponsors, delivery teams, and client stakeholders, and serve as the primary day-to-day point of contact while cultivating the customer relationship. - Facilitate Outcomes and Business Objectives sessions at kickoff, define success metrics, and track progress against agreed business outcomes throughout the engagement. - Partner with Solution and Technical Architects to capture, groom, and trace business requirements and user stories through design specifications, owning story quality and acceptance criteria. - Coordinate User Acceptance Testing, end-user training logistics, production cutover, and post-go-live hypercare, while aligning distributed teams across AWS, third-party vendors, architects, developers, QA, and DevOps. - Operate as Agile Scrum Master, running ceremonies and supporting hybrid delivery approaches where appropriate.

Requirements - 5+ years of project management experience in contact center environments, including CCaaS implementations. - 2+ years of hands-on experience as project manager or scrum leader on Amazon Connect implementations. - Proven experience delivering AI solutions in a contact center context, including blueprint and implementation oversight. - Background in a professional services or consulting environment with exposure to estimation, sizing, and SOW or Change Order contracting. - Demonstrated ability facilitating requirements sessions, writing or grooming user stories, and presenting functional content directly to client stakeholders up to VP and Director level. - Working knowledge of Agile and hybrid project management methodologies. - Current AWS Certified Cloud Practitioner or AWS Certified Solutions Architect (Associate or Professional) certification.

Nice to have - Familiarity with contact center technology such as IVR, voice, chat, SMS channels, call routing, integrations, and reporting. - Hands-on delivery of agentic AI solutions in a contact center setting. - Proficiency with Jira, Smartsheet, or comparable project management and agile tooling. - Hybrid background spanning Solution Architect, Product Owner, Functional or Technical Consultant, or Business Analyst roles. - Strong presentation and communication skills, with the ability to influence without formal authority and resolve conflict across client and delivery teams. - Experience using AI-assisted tools to improve project delivery. - Bachelor's degree in Business, Engineering, Information Technology, or Management.

Benefits and work setup - Remote-friendly setup with options to work from headquarters, regional hubs, or fully remote, supported by a culture built on trust over rigid hours. - Anticipated travel commitment of up to 25% for applicable roles. - Flexible schedules that accommodate personal commitments alongside client delivery. - Collaborative environment with open feedback channels, regular town halls, and team celebrations.