Project Consultant

Job Title: Project Consultant Job Description This role offers an exciting opportunity for an experienced Project Consultant with deep AWS Connect and contact centre expertise to lead complex customer experience (CX) transformation and implementation projects.

Sitting between traditional project management and technical consulting, you will oversee end-to-end delivery of AWS Connect programmes, coordinating technical teams, managing stakeholders, and ensuring solutions meet customer requirements and programme objectives.

This role requires someone technical enough to sit with a customer during a pre-sales/bid conversation, discuss how an AWS Connect solution could work and demonstrate a credible understanding of the technology, while ultimately being responsible for delivery.

Responsibilities Lead AWS Connect implementation and CX transformation projects from inception through to successful completion. Own project planning activities, including defining scope, timelines, milestones, and resource requirements.

Manage projects through implementation, transition, and handover into steady-state operation. Work closely with AWS Connect Solution Architects and engineering teams to ensure technical designs align with business objectives.

Develop, maintain, and manage detailed delivery plans, tracking progress against key milestones and deliverables. Identify, manage, and mitigate project risks, issues, and dependencies, ensuring appropriate governance and controls are in place.

Engage directly with customers to gather, clarify, and validate business and technical requirements. Translate customer requirements into practical, deliverable solutions in collaboration with technical teams. Coordinate the integration of wider contact centre technologies, including workforce management, workforce optimisation, IVR, and diallers.

Manage internal and third-party technical resources to ensure effective collaboration and timely delivery. Ensure all delivery activities remain aligned to overall programme timescales, budgets, and agreed customer outcomes.

Provide regular status reporting to stakeholders, highlighting progress, risks, issues, and mitigation plans. Champion best practices in project and programme management across AWS Connect and contact centre initiatives.

Maintain clear communication channels between customers, technical teams, and other stakeholders throughout the project lifecycle. Essential Skills Significant hands-on delivery experience across AWS Connect programmes, including complex implementations and transformations.

Proven track record of delivering multiple successful AWS Connect implementations in production environments. Strong knowledge of contact centre...

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