Amazon Connect GTM & Solutions Lead

Amazon Connect GTM & Solutions Lead Overview

Capgemini’s Business Services Global Business Line is in search of a seasoned Amazon Connect GTM & Solutions Lead to spearhead strategy, solution design, and market growth for our Contact Center transformation offerings. This position is perfect for a dynamic leader who is enthusiastic about Customer Experience, digital transformation, and addressing complex Contact Center challenges through Amazon Connect and advanced CCaaS solutions.

Key Responsibilities

• Design and implement Amazon Connect CCaaS solutions for large, multi-client environments.
• Create comprehensive Contact Center solutions that encompass telephony, CRM, knowledge management, IVR, ACD, workforce management, quality assurance, training, performance management, and workforce models.
• Transform proposed solutions into actionable delivery plans across operations, technology, and workforce domains.
• Lead the development of operational strategies aimed at improving customer and client experiences.
• Act as the strategic lead for Amazon Connect-based initiatives during the pre-sales and solutioning phases.
• Evaluate client challenges and offer data-driven, outcome-focused recommendations.
• Contribute to the development of go-to-market strategies, service offerings, and transformation assets.
• Manage consultants and transformation teams involved in Contact Center design and implementation.
• Assist in designing operating models, service standards, staffing structures, and team readiness.
• Mentor teams to ensure high-quality delivery and operational excellence.
• Conduct commercial modeling, effort estimation, solution sizing, and mapping of dependencies and assumptions.
• Provide expert knowledge of Contact Center ecosystems, including Amazon Connect and Genesys Cloud.
• Utilize process improvement methodologies to enhance delivery and performance.
• Drive client customer experience transformation initiatives by identifying opportunities for process streamlining and engagement enhancement.
• Promote innovation and best practices within Contact Center operations and technology infrastructure.

Qualifications and Experience

• 5 to 10 years of consulting or relevant experience in delivering Contact Center technology solutions with a strong emphasis on Amazon Connect.
• 7 to 10 years of hands-on experience in BPO or multi-client Contact Center operations utilizing Amazon Connect or other cloud CCaaS platforms like Genesys Cloud.
• Demonstrated experience in Contact Center solution architecture, technical design, and operational transformation.
• Strong understanding of Contact Center operations, including workforce management, knowledge management, quality assurance, CRM, IVR, ACD, analytics, and vendor management.
• Proven ability to lead teams, execute transformation roadmaps, and achieve measurable business outcomes.

Security Clearance

To be successfully appointed to this role, you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, but if you have resided outside of the UK within the last three years, further checks may be required.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. With nearly 60 years of experience, we are a responsible and diverse group of 420,000 team members across more than 50 countries. We provide end-to-end services and solutions leveraging our capabilities across strategy, technology, design, engineering, and business operations.

Degree Requirement: Bachelor’s

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