CCaaS Implementation Lead — Amazon Connect, Genesys Cloud, NICE CXone, Five9 & Dynamics 365 CCaaS

Deliver enterprise CCaaS implementations across Amazon Connect, Genesys Cloud, NICE CXone, Five9 and Dynamics 365 Contact Center.

Responsibilities

• Lead end-to-end CCaaS delivery — discovery, design, build, migration, QA and go-live — on Amazon Connect, Genesys, NICE, Five9 or Dynamics 365 CC.
• Own telephony, routing, IVR, agent desktop, CRM integrations and observability for enterprise contact centers.
• Manage partner and customer stakeholders, risk registers and change control across multi-site rollouts.

Requirements

• 7+ years enterprise contact-center implementation; 3+ years as a technical/ delivery lead.
• Deep hands-on with two or more of: Amazon Connect, Genesys Cloud, NICE CXone, Five9, Dynamics 365 Contact Center.
• Proven track record delivering large-scale CCaaS migrations with SLA, security and compliance requirements.

Expected outcomes

• Deliver go-lives on schedule with zero-severity-one cutover incidents.
• Hand over stable, documented platforms that client run teams can operate independently.
• Build client confidence that converts implementations into managed-services and expansion work.