Key Responsibilities
1. Lead the Enterprise Telephony Modernization Program
· Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning.
· Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness.
· Ensure platform stability and business continuity throughout the transition.
· Work with internal teams to implement voice AI where applicable
2. Simplify and Modernize Number & Routing Architecture
· Redesign routing to eliminate manual workflows and reduce misroutes.
· Standardize branding, messaging, and routing logic across business units.
3. Modernize IVR and Customer Experience
· Lead the creation of an intelligent, intent-based conversational IVR.
· Implement self-service automation for high-volume, low-complexity intents.
· Reduce wait times & abandonment and improve first-contact resolution through better experience design.
4. Change Management & Enterprise Rollout
· Develop and execute communication, training, and transition plans for internal users.
· Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools.
· Build a sustainable support model post go-live.
Required Qualifications
· 2+ years on Amazon Connect
· 5+ years leading contact-center, telephony, or unified communications transformation programs.
· Strong understanding of call routing, telephony architecture, IVR design, agent desktop and softphone tools, and call-center operations.
· Background in automation, conversational experience design (omni channel – web, text, in-app etc.) or self-service workflows.
· Experience implementing voice AI technologies/stack.
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